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Improving Capacity Planning - Models are Important


Presented By: Genesys

Live Date: August 7, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presented By: Ric Kosiba, Vice President of the Decisions Group at Genesys

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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 patents.

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 solutions.