Presented By: Ric Kosiba, President and Founder, Bay Bridge Decision Technologies
On Demand Date: April 2011 

Building a formal management discipline around strategic planning enables a whole new class of analytics: contact center enterprise analytics.  It is through this process that the contact center can be analyzed for performance on the whole, or be compared in part. It is through this process that big-picture decisions and what-ifs are developed.

In this session, we discuss: 

• How developing a process for “Riding Your Seasonality Curve” quickly and optimally, provides a framework for a new class in contact center analytics
• Contact Center Enterprise Analytics are the first “big picture” views into contact center performance
• With a strategic planning system and a formalized and disciplined management process, changes in the business or operational environment are detected quicker, big picture what-ifs are quick, easy, and instructive, and decisions are informed by the operational and financial risk associated with a changing environment. 

About the Presenter 

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.