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Managing Training: Who, What, and When!


Presented By: Genesys

Live Date: October 24, 2017. PLEASE SIGN IN FOR RECORDING.

Presented by: Ric Kosiba, Vice President of the Decisions Group at Genesys

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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 training plan.

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. 

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.