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

On Demand Date:  May 2012  

 When you ask a contact center executive what their most important metrics are, you will invariably get a version : “customer satisfaction”, “cost per call”, or “occupancy”.
Whatever metric you choose, a focus on these metrics produces a lot of project work.

Have you noticed any of the following?  

• The efficiencies associated with management improvement projects have not come through.
• Your operation didn’t bend enough for your finance-driven stretch goals to become a reality.
• Your call center metrics may not work well for casework centers.
• Improvements in service level don’t translate into improvements in customer satisfaction.

In this session,  focus on metrics used to measure the service and efficiency of your workforce management process, your agents, and your operation. With a focus on contact center planning, we will discuss other common contact center metrics and legacy practices that may be a tradition, but may not be optimal. 

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.