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Great Contact Center What-if Analyses


Presented By: Genesys

Live Date: September 11, 2018. PLEASE SIGN IN FOR THE RECORDING.

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

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About the Webcast

Companies continuously contemplate ‘what-ifs’.  

When organizations have a great planning process which allows them to forecast accurately, develop requirements, automatically create hiring and capacity plans…. what is the best way to make the ‘most’ of these forecasts? 

By performing great what-if analyses! 

For example: If volumes are coming in higher than expected …what happens if volumes continue to rise; or if they decrease? Join us as we discuss what-ifs, how to solve them, and more.

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.