This premier educational event provides comprehensive learning opportunities exclusively for Avaya customers. Register by March 31 to receive early bird savings and save more than $200 off the cost of regular registration.

Ric Kosiba, President, Bay Bridge Decision Technologies will be presenting on:  Contact Center Capacity Planning

Schedule

Register with the promo code BAYBRIDGE by April 30th, 2012 to save $80 off of the $179 registration and reserve your seat today for only $99!

November 1st – Philadelphia, Pennsylvania

Register with the promo code BAYBRIDGE by April 30th, 2012 to save $80 off of the $179 registration and reserve your seat today for only $99!

August 9th – Walnut Creek , California

Register with the promo code BAYBRIDGE by April 30th, 2012 to save $80 off of the $179 registration and reserve your seat today for only $99!

June 28th – Dublin, Ohio

As a result of our sponsorship, Ric Kosiba, President of Bay Bridge Decision Technologies will be speaking on:

Contact Center Capacity Planning, Step by Step (or Ways to Improve Your Scary Spreadsheet Plans)

Over the last year or so, there has been a fair amount of press about the shortfalls of the traditional long term planning process, and the need for more dynamic corporate planning.  These numerous articles reflect the reality that when the business environment changes, the resource plan must change too.

In the contact center operation, forecast change is particularly difficult to manage. When contact volumes are at variance to plan, when do we trigger a new forecast and a new resource plan? How do we determine, accurately, the service we can expect as volumes change and our budgets remain fixed? How do we quickly produce accurate and optimal capacity planning scenarios?

In this session, we will discuss the steps taken by the best planning analysts, from forecasting, to accurate requirements generation, to optimally generating hiring/overtime/undertime/controllable shrinkage plans for your multi-channel, multi-skill contact center network.

In addition to our presentation we highly recommend attending Andrea DelValle’s session – “Contact Center Magic at Disney”, Steve Gordon’s – “Social Media’s Impact on Call Volume”, and Michelle Borboa – “Outsourcing Options”.

Andrea DelValle, Disney Destinations, is a new member of SWPP as of 2012, and her session “Contact Center Magic at Disney” focuses on how Walt Disney World is always working to create a magical experience.  Attend Andrea’s speech and see how Disney has integrated their planning processes to enhance the magic at the call center.

Conference Agenda

We are looking forward to seeing new and familiar faces at this year’s SWPP Conference.

The contact forecast, the resulting staff plan and budget, and the assumed efficiency of the operation sets in (only somewhat pliable) stone the level of chaos of the real time operation.  The “day-of” real time team operates within the constraints of the long term strategy and plan.

We are seeing many organizations reflect this new reality.  For example, organizations are now combining their long term team with their real-time team into one planning team, reflecting the truth that a long term plan sets the operating conditions for the short term team.  They should work closely together.

The determining factor of efficiency is most often the assumptions of the contact center strategic plan.  Through non-automated methods, planners determine the use of their agent resources: their training plan, their hiring plan, their overtime/undertime plan, their cross utilization, and more.  But most planners produce these plans by hand.

It is not easy to do this.

In this session, we will discuss common ways that plans become inefficient and the operational repercussions of these inefficiencies.

Thursday, June 21st at 1pm EST
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Have you ever noticed that the efficiencies associated with management improvement projects have not come through?  Have you ever noticed our operation didn’t bend enough for our finance-driven stretch goals to become a reality? Have you noticed that our call center metrics may not work so well for casework centers?  Have you ever noticed that improvements in service level don’t translate into improvements in customer satisfaction?

In this session, we will focus on metrics used to measure the service and efficiency of our workforce management process, our agents, and our operation.  Once again, with a focus on contact center planning, we will discuss other common contact center metrics and legacy practices that may be a tradition, but also may not be optimal.

Thursday, May 17th at 1pm EST
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It is not easy, and if we knew how to forecast any of these events early enough to be able to plan specifically for them, we would certainly be in another line of work.

But even if we don’t know exactly when these events will happen, we certainly know that they will happen.  It doesn’t mean we cannot prepare for these events.

In this session, we will discuss mathematical methods for planning in the face of change and how to prepare your contact center for the unexpected.

Thursday, April 12th at 1pm EST
Registration