Long and Short Term Forecasts and Weekly to Interval Staffing Requirements
Live Date: August 15, 2019. PLEASE SIGN IN FOR THE RECORDING.
Presented by Genesys
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.
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