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

Forecasting and planning have been described as an art; we believe that there’s a fair amount of science and mathematics that inform this art. In this session learn how mathematically optimized methods applied to your planning and forecasting will reduce performance variance in your contact center.

If forecasting is done well, you can predict weekly, monthly, annually, and multi-year scenarios for any planning input metric.  Examples of forecasted metrics include call volume, handle time, vacation time, agent attrition, wage rate, and sick time.

• Plan for volume driving events, such as periodic marketing campaigns and seasonality.
• Perform staffing “What-ifs” against multiple call volume forecast scenarios.
• Maintain, update and evaluate planning accuracy.
• Easily forecast important but often overlooked planning metrics like seasonal sick time or employee attrition.
 

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.