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Bringing it Together: How Better Contact Center Plans Lead to a Better Operation


Presented By: Genesys

Live Date: November 15, 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

As capacity plans are improved, seasonality better managed, agent training and individual performance plans optimized...your contact center performance skyrockets!

During this webcast, we will discuss the big picture, the analytics and the benefits to optimizing your capacity planning process.  Topics include:        

  • How to track variance and analyze its effects        
  • When to determine whether your plan needs to be updated and new forecasts run      
  • Powerful what-ifs that can be done when the planning process is quick and accurate   
  • How to quantify the benefits for improving the planning process

Join us as we discuss the benefits of improving these critical planning functions. 

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.