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The Hidden Causes and Costs of an Inefficient Contact Center Operation - How Long Term Forecasts Drive Short Term Efficiencies

Presented By: Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence  

On Demand Date: June 2012  


For many organizations, a contact center network’s overall efficiency is determined months before the contact center is operational.

The contact forecast, the resulting staff plan and budget, and the assumed efficiency of the operation are set in (only somewhat pliable) stone which can result in a level of chaos for the real time operation. Your “day-of” real time team operates within the constraints of the long term strategy and plan.

We are seeing many organizations reflect this new reality. For example, organizations are now combining their ‘long term’ team with their ‘real-time’ team into one planning team. The combining of the teams reflect the truth that a long term plan sets the operating conditions for the short term team. They should work closely together.

The determining factor of efficiency is most often found in the assumptions of the contact center strategic plan. Through non-automated methods, planners determine the use of their agent resources: their training plan, hiring plan, overtime/undertime plan, cross utilization, and more. But most planners produce these plans by hand. In this session, we will discuss common ways that plans become inefficient and the operational repercussions of these inefficiencies.


About the Speaker: 


Ric  is vice president of Bay Bridge, Interactive Intelligence and founder of Bay Bridge Decision Technologies. He holds advanced degrees in operations research and engineering from Purdue University (Go Boilers!), and enjoys discussing contact center modeling and planning.




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