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Capacity Planning Overview


Presented By: Genesys

Live Date: April 17, 2018. PLEASE SIGN IN FOR RECORDING.

Presented By: Jen Dziekan, Project Manager, PMP, Genesys

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About the Webcast

With good capacity plans, we can quickly provide complex what-ifs and we can use the capacity planning process as a way of managing contact center change.

In this session, we will discuss: the importance of capacity planning, the four modeling steps required to develop great plans, pitfalls and tips gleaned from the best planners, and how to set up a solid planning process.

About the Presenters

Jen Dziekan, Project Manager, PMP, Genesys

Jen Dziekan is a Project Manager at Genesys, focusing on the Decisions strategic planning tool. She has been in professional services and support for Decisions since 2004.

With over 10 years of experience in strategic contact center planning, Jen has provided consulting, training, change management, suppport, and project management for contact centers in a variety of industries.  She has worked with well over 100 customers to migrate their capacity planning processes to Decisions and identify ROI through optimized planning.