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Finding Hidden Costs In Your Contact Center Plans
By Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies

No process is more core to the proper function of a contact center operation than determining the number of agents required to handle the volume of contacts, and, developing a practical operational plan to deliver, as close as possible, the required number of agents each and every week.  If done well, the operation runs smoothly, with the exact number of people available to respond to the expected workload.  If done poorly, the organization is saddled with significant costs, both in customer dissatisfaction and in payroll dollars wasted.

However, this fact may be surprising to center executives: workforce management software does not solve this most basic and core contact center business problem; most workforce management software systems do not determine how many agents are required to show up to work each week, nor do they develop an operational plan to ensure that the company delivers the required number of agents to the operation.

Annapolis, Md. – September 2, 2010 – Bay Bridge Decision Technologies^®, (www.baybridgetech.com) the industry’s leading contact center strategic planning solutions company, announces their 10th anniversary.   This milestone is a testament to the hard work of employees as well as the caliber of the product, CenterBridge. 

“The most exciting part of our journey thus far has been our ability to invent and become the leader of such an important industry,”   Dean Papadopoulos, CEO, Bay Bridge Decision Technologies.  Before CenterBridge, long-term contact center planning was manually handled using spreadsheets.  CenterBridge automated this critical function while adding significant speed and accuracy to the process.  “What used to take contact center planners days to complete can now be done in minutes,” says Dean Papadopoulos.

CenterBridge has evolved dramatically over the past decade.   Originally designed as a budget planning system, CenterBridge now functions as an executive level, comprehensive decision support system for the entire contact center enterprise. Evidence of the need can be shown by the number of world-class brands that can be counted as customers. 

“It’s been a fascinating journey.  Our product continues to evolve, not only in features and functionality, but also in how our customers use CenterBridge,” notes Ric Kosiba, President, Bay Bridge Decision Technologies.  “We started with building a planning system, but now CenterBridge has evolved into the only ‘big-picture’ decision support system available for contact centers.” 

As for the future of Bay Bridge Decision Technologies?  “When we started Bay Bridge, we could only dream that we’d be able to work with such great companies and with such terrific people,” says Ric Kosiba.  “With our CenterBridge system, users tell us that they are experiencing faster operational improvement, improved staffing plans, and overall better strategic decision making, giving them a competitive advantage.  We’re proud of what we’ve accomplished and we’re prouder of the company we keep.”   

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

Annapolis, MD—September 1, 2010 — Inc. magazine today ranked Bay Bridge Decision Technologies NO. 1345 on its fourth annual Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy—America’s independent-minded entrepreneurs. Music website Pandora, convenience store chain 7-Eleven, Brooklyn Brewery, and Radio Flyer, maker of the iconic children’s red wagon, are among the prominent brands featured on this year’s list.

“The leaders of the companies on this year’s Inc. 5000 have figured out how to grow their businesses during the longest recession since the Great Depression,” said Inc. president Bob LaPointe. “The 2010 Inc. 5000 showcases a particularly hardy group of entrepreneurs.”

Bay Bridge Decision Technologies® is the number one supplier of customer contact center strategic and capacity planning solutions. By bringing to market the industry’s first contact center capacity planning system, Bay Bridge has been driving innovation in contact channel forecasting, capacity planning, staff planning, and strategic analysis for the world’s top brands. “Now, more than ever, we are seeing companies embrace solutions that serve to find hidden value in their operations,” quotes Ric Kosiba, President, Bay Bridge Decision Technologies.   “Bay Bridge prides itself on being able to pinpoint exact inefficiencies in contact center strategic planning, and provide optimal resource decisions to remedy them. With the recession upon us, our industry is one of few that is experiencing dramatically increased activity.”

 Bay Bridge’s CenterBridge® family of products supports the analytic and strategic performance needs of customer contact centers, branch locations, and processing organizations. CenterBridge drives more efficient staffing strategies, improved capital investment allocation, comprehensive performance planning, and improved risk management for the world’s largest contact center organizations.

Complete results of the Inc. 5000, including company profiles and an interactive database that can be sorted by industry, region, and other criteria, can be found on http://www.inc.com/inc5000/2010/index.html.

About Inc. Magazine

Founded in 1979 and acquired in 2005 by Mansueto Ventures LLC, Inc. (www.inc.com) is the only major business magazine dedicated exclusively to owners and managers of growing private companies that delivers real solutions for today’s innovative company builders. With a total paid circulation of 712,647, Inc. provides hands-on tools and market-tested strategies for managing people, finances, sales, marketing, and technology. Visit us online at www.inc.com.

About Bay Bridge Decision Technologies

Bay Bridge Decision Technologies provides customer contact forecasting, planning, and analysis solutions to the world’s top brands. Bay Bridge’s CenterBridge suite of software applications supports the executive analytics and strategic performance management needs of companies seeking innovative strategies for managing their customer contact centers, branch locations, and processing organizations. For additional information, 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

Annapolis, Md. – June 30, 2010 – Bay Bridge Decision Technologies^®, (www.baybridgetech.com) the industry’s leading contact center strategic planning solutions company, announces the release of its new website.  The new BayBridgeTech.com has been designed to foster an ongoing dialog with the contact center planning community though improved social networking access.

Some of the new features include direct access to our LinkedIn Group, Twitter feed, and company newsletter. Contact center professionals can also choose to subscribe to website content via RSS and have it delivered right to their e-mail inbox.  The new BayBridgeTech.com is filled with resources from Bay Bridge’s long history of thought leadership in the contact center forecasting, planning, and analysis space, including white papers, webinar recordings, articles, and customer success stories. The contact center planner and/or executive will find all the resources needed to develop a successful long-term planning framework for their organization.  Many areas of the site have added user comments capability to enable feedback and to promote conversations among our constituents.   

According to Susan Klasmeier, Manager, Marketing, “It is important to develop a site that is flexible and adaptable to ensure it keeps pace with our growing business.  We’ve discovered that Bay Bridge’s popularity is due to the interaction planners have with our company and access to our experience in the contact center planning space – whether the interaction is a webinar, a white paper, or a tradeshow presentation.  This new site will make those interactions even easier.”

About Bay Bridge

Bay Bridge Decision Technologies provides customer contact forecasting, planning, and analysis solutions to the world’s top brands. Bay Bridge’s CenterBridge suite of software applications supports the executive analytics and strategic performance management needs of companies seeking innovative strategies for managing their customer contact centers, branch locations, and processing organizations. For additional information, 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

April 22, 2010 at 2pm (EST)
Strategic Planning in Action: An in-depth view of CenterBridge
Presented By: Dan Mahon, Vice President, BayBridge

Changes in the contact center environment have made trying to stick to a rigid year-long strategic plan difficult. Businesses benefit greatly by moving to a more flexible and opportunistic corporate decision-making discipline, where budgets and plans are developed more quickly and more often. What does that mean to strategic planning? The days where a formal year-long budget is the be-all end-all are over. Instead, plans are meant to be evaluated and re-evaluated ad nauseam. In this session we will go through CenterBridge and you’ll see firsthand what an adaptable planning system should look like.

LISTEN HERE

Annapolis, MD – August 24, 2009 — Bay Bridge Decision Technologies®, introduces Enterprise Staff Planning, an optimal way to manage the ebb and flow of contact center agent resources, to its CenterBridge suite of software applications, the industry’s first and leading contact center strategic planning and analysis solution.

At its core, Enterprise Staff Planning enables contact centers to determine the optimal hiring plan from one internal group to another, while also calculating the optimal hiring strategy for the feeder group from which agents are hired. These advancements to the hiring optimizer functions of CenterBridge will be released September 1, 2009.

Ric Kosiba, President, Bay Bridge Decision Technologies, said, “One of the age-old real world business problems that had yet to be solved was flow through hiring, and our engineers have developed an elegant mathematical approach to solve this very complicated math problem.”

Kosiba continued, “In keeping with Bay Bridge’s commitment to using true mathematical optimization approaches to staff planning, these new techniques determine the just-in-time hiring plan for organizations that hire specialists from within their agent pool. The net-net result of this new planning technology is a significant improvement in staffing efficiencies saving our customers a lot of money.”

Annapolis, MD – October 8, 2008 – Bay Bridge Decision Technologies® announces the general availability of Release 3.7 of its CenterBridge suite of software applications, marking another milestone for CenterBridge, the industry’s first and leading contact center strategic planning and analysis solution.

Release 3.7 introduces breakthroughs in complex center network modeling accuracy, adds features to improve the speed and scope of critical contact center planning and analysis, and includes new modules to address the emerging planning needs of organizations handling phone, e-mail, instant messaging, and casework contacts.  New modules include CenterBridge/eComm™ which enables planning for blended email, chat, and instant message contact types (a first for the industry) and  CenterBridge/Processing™ which offers planners new visibility into strategic, capacity, and “what-if” analysis for back office organizations.

“With the addition of multi-channel contact types, growing back office functions, and blended agents into the contact center, planning has become impossible to accurately perform using traditional methods.  Release 3.7 changes all that” comments Ric Kosiba, President of Bay Bridge.

Release 3.7 adds new features to CenterBridge’s award winning Staffing Optimizer^TM to enable planners to automatically generate long-term hiring plans for more complex staffing environments.   New views simplify the entry and management of scenario parameters and additional features include new planning metrics, and security and reporting enhancements

“As contact centers grow in complexity, Bay Bridge is committed to meeting the emerging needs of our customers with superior analytics, new features, and unparalleled accuracy” says Dean Papadopoulos, CEO of Bay Bridge.

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.