Presented By: Ric Kosiba, President and Founder, Bay Bridge Decision Technologies  

On Demand Date: March 2012 

If you would like to rile up a contact center meeting, naively ask the group “Which is better, Service Level or Average Speed of Answer?” Now, step back and watch the fireworks. We use many metrics when we develop plans: some standard metrics include forecast error, occupancy and schedule efficiency, abandon rate, capture rate, as well as average speed of answer, and service levels. We do so because we are trying to describe very complex operational performance in simple terms.

But simple metrics can create unusual management behavior.

In this session, we describe some of the standard contact center metrics and show how they have botched some very big operations. The session concludes with ways in which you can improve contact center planning and reporting.

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.