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How Can We Cut Costs? What Should Our Goals Be? How Do We Calculate ROI?

Sharpen

Presented By: Sharpen



October 14th , 1:00pm Eastern

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Vice President of Product, at Sharpen Technologies

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About the Webcast

Join us as we go back to the original purpose of contact centers: how do we take advantage of economies-of-scale to both lower costs and provide a more meaningful and specialized operation. We will discuss ways contact centers find cost savings—using math and information—and we will discuss the proper way to calculate benefit.

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About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Settle, Vice President of Product, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.