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The Four Components of a Great Workforce Process

Presented by Ric Kosiba, Vice President, Decisions, Interactive Intelligence and Founder of Bay Bridge Decision Technologies


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About the Webcast

It is pretty well known as a contact center best practice that the best workforce management process consists of solid forecasting, strategic planning, and scheduling/real-time management.  But there is a fourth item that gets little mention: communication and collaboration.  

In this webinar we discuss best practices associated with all four of these important components. We also discuss:

  • Best practices for forecasting and simulation modeling that ensures the best plans.
  • The importance of all of these components working closely together
  • Why validated algorithms are so important to workforce management 

Related Content:
What-If, Cost Versus Service, and Variance Analysis - August 2016
Staffing and Budgeting in an Age of Continuous Planning - May 2016
Hitting Revenue and Cost Targets with WFO - October 2015

    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.