Improving Capacity Planning - Models are Important
Live Date: August 7, 2018. PLEASE SIGN IN FOR THE RECORDING.
Presented By: Ric Kosiba, Vice President of the Decisions Group at Genesys
About the Webcast
In this session, we will discuss the next step after forecasting—the equally important step of using capacity plans as a “what-if” engine.
Simulation modeling tells you what happens to your service and costs as your contact center’s operation changes. Optimization modeling tells you how to best respond to a new scenario—using the capacity planning levers of hiring, overtime, training plans, and controllable shrinkage.
Using these two technologies together, we can answer great questions on how to best manage our contact centers.
About the Presenters
Ric Kosiba, Vice President, Workforce Systems, Genesys
Ric founded the company, Bay
Bridge Decision Technologies, in 2000 that was acquired by Genesys in 2016. Ric
has been involved in the call center industry 25+ years and still enjoys
working with clients and helping companies improve through math modeling. He
holds an M.S.C.E., B.S.C.E., and Ph.D. in Operations Research and Engineering
from Purdue University (Boiler Up!), and holds six contact center analytic
He is responsible for the
development and enhancement of our contact center capacity planning and
analysis product line. He thoroughly enjoys working with our brilliant
development and operations research team, which helped Decisions become
the leading U.S. supplier of long-term forecasting and planning