About the Webcast
The webcast introduces Strategies, a comprehensive workforce planning platform designed to help contact centers understand how staffing decisions translate into service outcomes, operational performance, and labor costs. The platform combines forecasting, custom simulation, optimization, and financial modeling to give leaders a clear view of how changes in volume, shrinkage, attrition, handle time, or service targets affect service levels, abandons, occupancy, and required staff. Validation results show that its simulation closely mirrors real contact center behavior and consistently outperforms traditional Erlang formulas, producing weekly staffing recommendations that align within about one percent of historical needs.
Strategies supports raw ACD/WFM data ingestion, multi site and multi skill environments, and chat concurrency modeling, making it adaptable to complex operations. The webcast demonstrates how quickly users can run what if scenarios—from lowering service targets across the year to relaxing service only during peak weeks—and quantify the resulting impact on handled contacts, abandons, and annual labor costs. Sensitivity analysis highlights non hiring levers such as shrinkage, AHT, and AI deflection, showing how small operational adjustments can materially improve service.
About the Presenters
Ric Kosiba, Managing Partner, Real Numbers
Ric is an engineer, who tripped into the contact
center industry about 25 years ago (and honestly loves it!). He started a
contact center planning company, called Bay Bridge Decision Technologies in
2000, and has worked at several CCaaS companies (Interactive Intelligence,
Genesys, and Sharpen), always doing contact center planning and analyses. He
holds a Ph.D. in Operations Research and Engineering from Purdue University(Go
Boilers!).
Ric resides in Indiana with his wife, Karin, and four kids.
He loves being a dad.
Chris Kosiba, Manager of Analytics, Real Numbers
Chris is an industrial engineer with a specialty in
operational data analysis and algorithm development. He has his master’s
and bachelor’s degree in industrial engineering from Purdue.