CenterBridge® is the leading forecasting, capacity planning, staff planning, budgeting and analytic system for contact center organizations. Fortune 500 companies use CenterBridge to optimize the productivity, accuracy, and effectiveness of their contact center planning and budgeting efforts.
CenterBridge has six key modules:
Forecasting results in less operations performance variance by using eleven different mathematical methods, alone or in combination, to 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 forecast accuracy.
- Easily forecast important but often overlooked planning metrics like seasonal sick time or employee attrition.
Hiring, Overtime, and Leave Planner is powered by integer program-based algorithms to determine optimal hiring schedules, including the number of agents required by contact type, and the exact time and center the agents need to be hired. This module also accounts for seasonality, productivity, agent learning curves, overtime, controllable and uncontrollable shrinkage, attrition, and leave.
And if any you require what-if analysis, CenterBridge can automatically generate a new hiring plan, service quality forecast, and budget.
Scenario Planner creates performance forecasts for the average speed of answer (ASA), service level, occupancy, and abandon rate for every contact type, including those handled by multi-skilled agents, using powerful simulation models.
Budgeting and Variance Analysis tracks plan vs. actual contact center performance and highlights the key drivers of changes to revenue and costs.
Sensitivity and “What-if” Analysis foresees the impact of any change on the operation, performance, and staffing needs.
Historical Reporting and Trending is powered by an integrated data mart, OLAP capabilities, and graphing tools that enable a complete view of every important contact center metric: historical and forecasted contact data, agent activities, and labor costs.
CenterBridge empowers you to make smart, informed decisions to create accurate and optimal strategic plans for your contact center network.
Click here for a short CenterBridge demonstration. To learn more about CenterBridge or to discover how you can view a more in depth demonstration of CenterBridge, contact us!
CenterBridge and Fidelity Investments
Improving Strategic Call Center Planning
Tune in to hear Geoff Meester speak about how CenterBridge has helped to improve operational efficiency at Fidelity Investments’ call centers.
CenterBridge and Hyatt Hotels
Bridging the Planning Gap
Discover first-hand the transformative changes taking place in Hyatt Hotel Worldwide’s Contact Center Planning operation. Steve Gordon, Scheduling Manager, shares his planning experience both before and after the implementation of CenterBridge.
