Workforce Planning in a Digital World
Live Date: October 17, 2019. PLEASE SIGN IN FOR THE RECORDING.
Presented by Ric Kosiba, Vice President, Workforce Systems, Genesys
About the Webcast
Planning for multi-skill, multi-site, and multi-channel contact centers is one of the most difficult math problems we’ve encountered. Each channel and each skill have different demand profiles, each agent has different efficiencies associated with each skill and channel, and handle times vary by location. Further, in order to staff accurately, each combination of skill, channel, and center location require different math models.
In this session, we will discuss the different methods for modeling these complex operations, and tips for improving your contact center plans.
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