Presented By: Ric Kosiba, President and Founder, Bay Bridge Decision Technologies 
On Demand Date: April 2012

It’s a contact center cliché: The only constant is change. Whether the unexpected is a rebound of the economy, a weather event, or even some new edict from the government, we must somehow tame the effects of the heavens, Washington, and the invisible hand of the economy.

It is not easy, and if we knew how to forecast any of these events early enough to be able to plan specifically for them, we would certainly be in another line of work.

But even if we don’t know exactly when these events will happen, we know that they will. It doesn’t mean we cannot prepare for these events.

In this session, we discuss mathematical methods for planning in the face of change and how to prepare your contact center for the unexpected.

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.