Presented By: Ric Kosiba, President and Founder, Bay Bridge Decision Technologies
Date: June 21, 1:00 - 2:00 pm Eastern  

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 Kosiba leads the development of the company’s simulation and optimization technologies. He is an expert in the field of call center management and modeling, collections and call center strategy optimization, and the optimization of large-scale operational processes.

Before founding Bay Bridge, Ric was Director of Management Science at Partners First and was responsible for company-wide decision support efforts, including collections and call center analysis, predictive and prescriptive marketing and risk modeling, and operations engineering. He was Vice President of Operations Research in First USA’s Customer Support Division, in charge of collections strategy modeling, staff planning, budgeting, and call center process improvement. In addition, Ric was also the Manager of Customer Service Analytics for USAir’s Operations Research Division and an Operations Management Senior Analyst at Northwest Airlines. He specialized in airport and call center staffing as well as various productivity improvement projects.

Ric received a Ph.D. in Operations Research and Engineering from Purdue University, a M.S.C.E. and a B.S.C.E from Purdue’s School of Civil Engineering.