Managing Training: Who, What, and When!
Live Date: October 24, 2017. PLEASE SIGN IN FOR RECORDING.
Presented by: Ric Kosiba, Vice President of the Decisions Group at Genesys
About the Webcast
Traditional workforce management
software has largely ignored how to manage agent training; training is
usually “one size fits all."
To have an educated workforce, there
are three critical elements:
1) Knowing the skills required to be a great agent;
2) Finding the skill gaps of each individual agent; and
3) Determining the best training
schedule that addresses these gaps.
Join us as we discuss methods for determining
these training gaps and how to best integrate these gaps into a workforce management-approved
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
Dr. Huw Bristow, Director, Engineering, Genesys
Huw was CTO for Silver Lining Solutions before moving to Genesys as part of Silver Lining being acquired earlier this year. Over the last 10 years Huw has headed up product and development teams focused on workforce and performance management in call centre, retail and healthcare markets. Before that, Huw developed Egg Bank’s corporate website supporting in excess 1 M users and developed enterprise level, web-based software systems for public and private clients for CACI. Huw has a Ph.D in Electronic Engineering.