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Long and Short Term Forecasts and Weekly to Interval Staffing Requirements

Genesys

Presented By: Genesys



August 15, 2019 1:00 pm

Presented by Genesys

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About the Webcast

There is an art to workforce management consistency that many of us ignore.  If I make a long term staffing plan, does it translate to a consistent short term schedule?  Does my long term forecast tie out to my interval forecast?

In this session, we will discuss how our math and assumptions change as we move our focus from long term planning to scheduling to real-time management.  We’ll offer tips for determining accurate staffing and forecasting models at all levels of detail.

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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.