Presented By: Ric Kosiba, Ph.D. President and Co-Founder of Bay Bridge Decision Technologies
Date: October 26th, 1:00 - 2:00 pm Eastern
Standard workforce management focuses on planning for a particular point in time, such as scheduling for a representative week. The additional dimension of the long-term staff planning problem -- planning over seasons-- in most cases is more critical than having perfect schedules for one representative week.
Many “day-of” operational problems can be laid at the feet of a strategic planning mistake. It is strategic planning that ensures you have the right number of people available to handle your customer contacts. If your strategic staff plan is wrong, your tactical performance will suffer, and your tactical plan will, by definition, be poor.
In this session, we’ll discuss tips and tricks for strategic planning; determining your requirements and, more importantly, your hiring plans over time.
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.