Presented By: Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies
Date: April 27th, 1:00 - 2:00 PM Eastern
As our contact center environment gets both more complex and less predictable, the need for planning tools becomes paradoxically more important. Whether we’re analyzing multi-channel, multi-skill, or simpler operations, contact center strategic planning is key to making big picture decisions.
In this session, we’ll discuss the forecasting and analysis of complex contact center networks. We’ll touch on:
•How to model the performance of different channels, and why standard queuing methodologies might not work
•How staff using standard service level goals to determine staffing levels for email and back-office may be a mistake
•How other companies have improved their operation by going to more sophisticated planning technologies
About the Presenter:
Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies
Ric Kosiba leads the development of the company’s simulation and optimization technologies and 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.
Bay Bridge Decision Technologies is a supplier of innovative decision support software, custom software development services, and analytic consulting to the contact center industry. They excel at improving their Clients’ contact center performance through the use of their sophisticated analytic solutions to critical strategic and tactical contact center management problems.