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Contact Center Metrics, Contact Center Planning, and How our Metrics Make Us Do Silly Things | Webinar

admin — Wed, 18 Jan 2012 21:00:14 +0000

If you would like to rile up a contact center meeting, naively ask the group “Which is better, Service Level or Average Speed of Answer?” Now, step back and watch the fireworks.

We use many metrics when we develop plans: some standard metrics include forecast error, occupancy and schedule efficiency, abandon rate, capture rate, as well as average speed of answer, and service levels. We do so because we are trying to describe very complex operational performance in simple terms.

But simple metrics can create unusual management behavior.

In this session, we will describe some of the standard contact center metrics and show how they have botched some very big operations. We will conclude the session with ways in which you can improve contact center planning and reporting.

Thursday, March 1st at 1pm EST
Registration

NEW Whitepaper! Contact Center Planning – Agility is Key

admin — Thu, 04 Aug 2011 19:32:59 +0000

Experts across industries agree that the strategic planning process needs to change. There is also a fair amount of agreement on what the end product of that change should resemble. An organization’s strategic plan must be flexible, automated, accurate, and optimized.

Over the last ten years, there has been a move toward this more contemporary planning process in the contact center community. Leading organizations have sought to minimize operational risk associated with changing volumes by improving the analytic capabilities and increasing the level of automation in their planning process. In this paper, we will discuss migrating toward an optimal planning process: the organization, technologies, and business decisions that are current best practices.

Click here to read Contact Center Planning – Agility is Key

Bay Bridge Decision Technologies Upgrades Sensitivity Analysis

admin — Thu, 19 May 2011 15:40:23 +0000

Bay Bridge Decision Technologies Upgrades Sensitivity Analysis

Contact Center Software Company’s CenterBridge product is upgraded with new charting features.

Annapolis, Md. – May 19, 2011 – Bay Bridge Decision Technologies^®, (www.baybridgetech.com) the industry’s leading contact center strategic planning company, announced new enhancements to CenterBridge’s sensitivity analysis module to provide increased flexibility, customization, and analysis.

CenterBridge’s Sensitivity Analysis module is used to graphically view how sensitive the call center operation is to fluctuation in performance drivers such as staffing levels, AHT, and call volumes, illustrate the impact of changes to key performance indicators, and identify risks associated with changes in the business environment.

“CenterBridge’s new sensitivity analysis module answers critical executive-level questions accurately and in seconds. For example, what happens to occupancy if average handle time changes? What will happen to service-levels if call volumes change? What are the costs associated with service goal changes? How many staff are required as call volumes change? Instantaneously understanding the relationship between contact center performance and the operation’s performance drivers is a great technological leap.” Ric Kosiba, President, Bay Bridge Decision Technologies

Recent enhancements allow CenterBridge users to customize a chart’s appearance to meet presentation and brand standards within the organization. CenterBridge users’ can create graphs with multiple contact types or contact groups, open multiple sensitivity analysis windows simultaneously, create charts spanning multiple date ranges, and graph staffing requirement impacts. In addition, the new features include privacy settings allowing charts to be shared only with appropriate parties.

About Bay Bridge
Bay Bridge Decision Technologies provides strategic analytic and long-term planning solutions to the customer contact industry. Bay Bridge’s CenterBridge suite of software applications support the executive analytics and strategic performance management needs of companies seeking innovative strategies for managing their complex customer contact centers, branch locations, and processing organizations.

For additional information about this or our other CenterBridge applications, please visit our website at www.baybridgetech.com or email us at info@baybridgetech.com.

Contact:
Susan Klasmeier
Bay Bridge Decision Technologies, Inc.
410.224.7778
www.baybridgetech.com

Built to Hire- Putting Hire Recommendations into Action

admin — Wed, 04 May 2011 15:00:30 +0000

Built to Hire- Putting Hire Recommendations into Action
It can often be said that where there is a challenge, there is an opportunity. Tune in discover how TD Bank seized this mantra when creating their strategic plans using CenterBridge. Hear how Laura Dillon addressed business concerns in recruitment and learning and development, and transformed them into opportunities that revolutionized TD’s long-term plans. Specifically, learn how CenterBridge enabled growth in performance and output at TD Bank and ultimately helped drive excellence to meet demand. Laura will also expand upon her experiences with:

Developing what-if scenarios
Influencing change around staffing strategies
Developing team management support
Strengthening partner relationships

WATCH NOW

SPEAKERS:
Laura Dillon, TD Bank Financial Group
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC

Forecasting and Planning Tips and Tricks

admin — Tue, 03 May 2011 14:00:10 +0000

Forecasting and planning have been described as an art; we believe that there’s a fair amount of science and mathematics that inform this art. In this session learn how mathematically optimized methods applied to your planning and forecasting will reduce performance variance in your contact center.

If forecasting is done well, you can predict weekly, monthly, annually, and multi-year scenarios for any planning input metric. Examples of forecasted metrics include call volume, handle time, vacation time, agent attrition, wage rate, and sick time.

Plan for volume driving events, such as periodic marketing campaigns and seasonality.
Perform staffing “What-ifs” against multiple call volume forecast scenarios.
Maintain, update and evaluate planning accuracy.
Easily forecast important but often overlooked planning metrics like seasonal sick time or employee attrition.

Tuesday, September 20th, 2011
1:00 PM EST
REGISTER HERE

Planning for Multiple Contact Types, Email, Chat, Phone, and Back Office.

admin — Sun, 01 May 2011 13:00:41 +0000

Being a good workforce manager means being asked to do much more, like produce capacity plans for, not only inbound calls, but back-office functions, instant messaging, outbound calls, and email.

In this session we’ll discuss the benefits of planning strategically to ensure your organization:

Staff accurately
Hit service-levels goals every time
Forecast inventory through-put
Predict bottlenecks or inventory shortage BEFORE they happen

It’s critical for organizations to incorporate the same level of rigor to back office planning that they currently perform with other contact center channels to achieve a truly efficient operation while maintaining service-level.

Tuesday, October 25th 2011
1:00 PM EST
REGISTER HERE

Bay Bridge Decision Technologies Announces Speakers for 5th Annual CenterBridge Users’ Conference

admin — Fri, 14 Jan 2011 16:46:53 +0000

Speakers at Orlando Event to Include Contact Center Leaders from Hyatt, Liberty Mutual, TD Bank, and Disney

Annapolis, Md. – January 14, 2011 – Bay Bridge Decision Technologies^®, (www.baybridgetech.com) the industry’s leading contact center strategic planning solutions company, announced several speakers for its 5^th annual users’ conference to be held January 26 – 28 at Disney’s Boardwalk Inn in Orlando, FL.

This year, Bay Bridge’s CenterBridge Users’ Conference will feature speakers and interactive sessions under the theme “Plan to Infinity & Beyond.” The event will address critical planning issues and present actionable ideas for achieving greater efficiency and accuracy in long-term plans. In addition, the Conference will provide attendees with a “road map” and practical steps to enabling effective contact center planning strategies, while showcasing actual lessons learned and best practices from top organizations.

Presenters for the Summit include contact center leaders from major organizations: Stave Gordon, Hyatt Hotels; David Miller and Andrea Delvalle, Walt Disney; Laura Dillon, TD Bank; and Patrick Flynn, Liberty Mutual. Also presenting will be Vicki Herrell from the Society for Workforce Planning Professionals.

Bay Bridge Decision Technologies President, Ric Kosiba said, “The purpose of our CenterBridge Users’ Conference is to bring together some of the industry’s best contact center planning minds to discuss critical issues and explore best practices. The Conference sets out to build on the sessions and learnings from previous years. In 2011, the Conference aims to increase the collaborative dialogue, challenge conventional planning wisdom, and provide Contact Center leaders with new insights. It is also an outstanding opportunity to network with peers from dozens of organizations across the U.S.”