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New Methods and Data that Will Improve Contact Center Forecasting


Presented By: Genesys

Live Date: July 25, 2017. PLEASE SIGN IN FOR RECORDING

Presented by: Ric Kosiba, Vice President, Genesys' Decisions Group

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About the Webcast

Forecasting has always been called part art and part science, but lately the science is being dramatically improved through the use of cloud computing and the use of new data sources.  New data sources, including data from other customer interactions are now available to inform our contact centers of impending volume spikes.

In this session we will talk about forecasting basics and more advanced methodologies and data sources that will change the way we approach forecasting for our contact centers.

About the Presenters

Ric Kosiba, Vice President of the Decisions Group at 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.