June 15, 2010 at 2pm (EST)
REGISTER HERE

April 27, 2010 at 1pm (EST)
Presented By: Ric Kosiba, Ph.D.
President and Co-Founder of Bay Bridge Decision Technologies

As our contact center environment gets both more complex and less predictable, the need for planning tools becomes paradoxically more important. Whether we’re analyzing multi-channel, multi-skill, or simpler operations, contact center strategic planning is key to making big picture decisions.

In this session, we’ll discuss the forecasting and analysis of complex contact center networks. We’ll touch on:

• How to model the performance of different channels, and why standard queuing methodologies might not work
• How staff using standard service level goals to determine staffing levels for email and back-office may be a mistake
• How other companies have improved their operation by going to more sophisticated planning technologies

REGISTER HERE

November 2, 2010 at 1pm (EST)
Presented By: Ric Kosiba, Ph.D.
President and Co-Founder of Bay Bridge Decision Technologies
REGISTER HERE

Standard workforce management focuses on planning for a particular point in time, such as scheduling for a representative week. The additional dimension of the long-term staff planning problem — planning over seasons– in most cases is more critical than having perfect schedules for one representative week.
Many “day-of” operational problems can be laid at the feet of a strategic planning mistake. It is strategic planning that ensures you have the right number of people available to handle your customer contacts. If your strategic staff plan is wrong, your tactical performance will suffer, and your tactical plan will, by definition, be poor.

In this session, we’ll discuss tips and tricks for strategic planning; determining your requirements and, more importantly, your hiring plans over time.

REGISTER HERE