• See more business solutions in three days than you can all year
  • Gauge the total investment in outsourcing alternatives before selecting a vendor
  • See the latest CTI Products to address challenges in finding the right customer path
• Get the latest insights and education – for you and your staff – with designated conference tracks for:
  • Contact Center Executives
  • Customer Service Professionals
  • IT
  • Operations
• The opportunity to network with your peers from across industries and around the world.

Register Here!

The workforce management team plays many roles in today’s call center, but two areas where our expertise is always needed are planning (both short- and long-term) and budgeting. Management looks to our team to provide the answers to what will happen in the future, both next week and next year, and also to help determine what the budget needs will be for those timeframes. Hear tips and tricks to make this process easier, and discussions on the best ways to perform these functions.

Some topics that will be addressed include:

–How much involvement should workforce management have in the budget process?  What data from the workforce management team is valuable to the budget process?
–Your call center budget is expected to be flat next year (or even reduced) but customer interactions are increasing.  How can workforce management help?
–What is considered Long-Term vs. Short-Term Planning?
–How do you plan for the impact of new hires (e.g., higher AHT)?
–How do you quickly adjust real-time with unplanned economic drivers/impacts (both positive and negative)?
–How do you measure the cost savings of adjusting target goals (e.g., adjusting service level goal from 80/20 to 80/60)?
–How do you account for long-term project impacts when you don’t have any solid analysis or information yet?
–What is happening when my workforce management system’s outlook for tomorrow looks great but reality doesn’t match?

Register Here

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

• Individual would have ownership of entire implementation process from initial discovery through customer adoption
• Work with internal data analyst and customer to complete data integration points
• Create and maintain project timelines
• Work with the customer to document current process and how that process is going to change after implementation
• Coordination of resources both internal and at the customer
• Recognize risks/issues that need escalation and arrange for appropriate assistance
• Hold regular status meetings with project team
• Hold regular status meetings with executives
• Coordinate with internal IT specialists and Customer IT organizations to install software and hardware
• Willing to travel to customer site (50% travel)

Experience:

• 5+ years working at a software company implementing enterprise software at Fortune 500 companies
• Experience implementing systems that require complex data integration
• Experience navigating complex customer IT processes to ensure on time delivery
• Proven track record of managing entire project lifecycle including project planning, resource allocation, budget management, project timelines, deliverables, client management, and team management
• Ability to understand SQL queries  and data warehousing
• Knowledge of Hardware and Software implementations in a Windows environment
• Knowledge of call center WFM a plus but not required
• Microsoft Project
• Microsoft Visio

Education:

• B.S. or M.S degree
• PMP certification

Learn first-hand the transformative changes taking place in Liberty Mutual’s Contact Center Planning operation. Patrick Flynn, Senior Forecast Analyst will share his planning experience both before and after the implementation of CenterBridge. You’ll discover interesting bits of how Liberty Mutual was able to learn so much more about their operations and how that knowledge lead to great efficiency in both time and money.

REGISTER HERE

We’ve all been there. Staring at the ceiling at 4am replaying the day’s events in our contact center. Questioning every step.

The fact is, you, your planners, and your teams did everything right. The problem’s not with you or them, but rather the out-dated technologies you are forced to use to complete your strategic plans. Excel and Erlang – were great back in their time. But new technologies have emerged. Technologies that are built to handle the kind of complex contact center you’re responsible for. These Strategic Planning Systems use simulation and automation to formulate the right strategic plan. An accurate and long-term plan that will adjust to sudden changes in your contact center environment. A plan you and your leadership team can trust – i.e. and not have you worrying about at 4am.

In this session, we discuss:

• The Challenges with Current Planning Processes
• Traditional Contact Center Planning vs. Contact Center Strategic Planning
• Strategic Planning Best Practices

LISTEN  HERE

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

Standard workforce management focuses on planning for a particular point in time, such as scheduling for a representative week. The additional dimension of the long-term staff planning problem — planning over seasons– in most cases is more critical than having perfect schedules for one representative week.

Many “day-of” operational problems can be laid at the feet of a strategic planning mistake. It is strategic planning that ensures you have the right number of people available to handle your customer contacts. If your strategic staff plan is wrong, your tactical performance will suffer, and your tactical plan will, by definition, be poor.

In this session, we’ll discuss tips and tricks for strategic planning; determining your requirements and, more importantly, your hiring plans over time.

REGISTER HERE

As our contact center environment gets both more complex and less predictable, the need for planning tools becomes paradoxically more important. Whether we’re analyzing multi-channel, multi-skill, or simpler operations, contact center strategic planning is key to making big picture decisions.

In this session, we’ll discuss the forecasting and analysis of complex contact center networks. We’ll touch on:
•How to model the performance of different channels, and why standard queuing methodologies might not work
•How staff using standard service level goals to determine staffing levels for email and back-office may be a mistake
•How other companies have improved their operation by going to more sophisticated planning technologies

LISTEN HERE

Twenty years ago, the contact center industry was greatly improved through the application of a mathematical modeling tool now commonly known as workforce management. We found that computers and mathematics could do a better job of determining agent schedules than we could do by hand or using a spreadsheet. It had long been thought that this modeling technology has run its course and that we have captured those workforce management benefits.

While all of these mathematical models are interesting, what is more interesting is what you can do with these technologies.  Contact center operations that have improved their planning technologies have the ability to answer quickly and optimally, a host of critical real-world business questions such as:

–How do I best manage my variable shrinkage?
–How do I plan, given my forecasts are completely unstable?
–Given the seasonality of call volumes, handle times, sick time, and attrition, when and which groups should we hire into?
–If  my handle times or volumes continue to change, what does that do to my staffing requirements, and more importantly, my hiring/overtime/undertime/variable shrinkage plans?

It has now been proven that applying algorithmic technologies, similar to those deployed twenty years ago to strategic planning, can yield significant staff savings yet again.  In this session, we discuss how applying these technologies will help you answer all of these questions.

LISTEN HERE