CenterBridge provides fast and accurate analysis of the most common and complex contact center scenarios.
Planners can develop weekly, monthly, annual, and multi-year planning scenarios for inbound phone, outbound phone, email, IM, casework and processing across the entire enterprise, including multiple sites across geographical regions.
CenterBridge performs thousands of calculations per second to deliver instantly the optimal solution to your most complex business questions.
Forecast Impact: Predict all critical planning metrics such as call volume, handle time, attrition rate, wage rate, and sick time.
Hire & Staff Exactly: Determine when, where, and how many agents to hire accounting for seasonal contact volumes, handle times, productivity differences across contact centers, and agent learning curves. Agents start exactly when they are needed – not too early or too late.
Be Ready with Plan A. Be Prepared for Change with Plans B & C: Unparalleled what-if and operational risk analysis will provide you with an optimal solution, quickly, for any given change to the operational or business strategy.
Budget Performance: Graph the relationship between key performance drivers (e.g., call volumes, AHT, etc.) with the expected financial and operational performance (e.g., ASA, cost per call, etc.).
Remove Costly Assumptions: Challenge service level goals and highlight when meeting traditional goals may not make sense economically i.e., determining your most profitable service standards.
Presentation Ready Reporting: Create reports and charts consistent with your organization’s brand standards and/or manager’s preference.
You and your planning team will have the right tool to dig deeper, and farther than you’ve ever been able to go before. You will know the impact of every proposed operational or service change across the entire enterprise before it’s implemented.
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