How are Erlang-based spreadsheets flawed?

• First, the Erlang calculation is inherently inaccurate for strategic planning. It overstaffs, and is horrible at providing what-if analysis. See charts below.
• Second, developing manual hiring plans is a slow process and is only as good as the analyst’s ability to solve extremely complex math problems.

Couple these problems together and the old standard technology cripples the ability to perform quick, accurate, consistent and optimal strategic plans.

Both charts represent Erlang’s inconsistency

 
CenterBridge is the only contact center planning software that allows you to build smart flexible plans that can adapt to changing business needs.

How can CenterBridge be a successful Erlang Alternative?

• Assembles fast and accurate hiring plans by using CenterBridge’s Extra Time/Under Time optimizers
• Testing Complex What-if Scenarios in minutes
• Build Requirements using discrete-event simulation modeling

We’d like to show you how CenterBridge can be an Erlang Alternative for your contact Center. Schedule a demo with us.  

Further Reading:

Strategic Shrinkage Management

Optimizing Your Strategic Plan – How to Avoid Call Center Disaster Stories

This premier educational event provides comprehensive learning opportunities exclusively for Avaya customers. Register by March 31 to receive early bird savings and save more than $200 off the cost of regular registration.

Ric Kosiba, President, Bay Bridge Decision Technologies will be presenting on:  Contact Center Capacity Planning

Schedule

Register with the promo code BAYBRIDGE by April 30th, 2012 to save $80 off of the $179 registration and reserve your seat today for only $99!

November 1st – Philadelphia, Pennsylvania

Register with the promo code BAYBRIDGE by April 30th, 2012 to save $80 off of the $179 registration and reserve your seat today for only $99!

August 9th – Walnut Creek , California

Register with the promo code BAYBRIDGE by April 30th, 2012 to save $80 off of the $179 registration and reserve your seat today for only $99!

June 28th – Dublin, Ohio

Their poster on long term strategic workforce planning for contact centers using mixed integer programming approaches and simulation-based forecasting will be showcased among many other leading companies across a wide range of industries. Additionally, the Bay Bridge team will be there to listen to suggestions, critics and answer questions from over 700 business analytics and operations research practitioners across the industry.

Click more information on their Poster Presentation Proposal .

As a result of our sponsorship, Ric Kosiba, President of Bay Bridge Decision Technologies will be speaking on:

Contact Center Capacity Planning, Step by Step (or Ways to Improve Your Scary Spreadsheet Plans)

Over the last year or so, there has been a fair amount of press about the shortfalls of the traditional long term planning process, and the need for more dynamic corporate planning.  These numerous articles reflect the reality that when the business environment changes, the resource plan must change too.

In the contact center operation, forecast change is particularly difficult to manage. When contact volumes are at variance to plan, when do we trigger a new forecast and a new resource plan? How do we determine, accurately, the service we can expect as volumes change and our budgets remain fixed? How do we quickly produce accurate and optimal capacity planning scenarios?

In this session, we will discuss the steps taken by the best planning analysts, from forecasting, to accurate requirements generation, to optimally generating hiring/overtime/undertime/controllable shrinkage plans for your multi-channel, multi-skill contact center network.

In addition to our presentation we highly recommend attending Andrea DelValle’s session – “Contact Center Magic at Disney”, Steve Gordon’s – “Social Media’s Impact on Call Volume”, and Michelle Borboa – “Outsourcing Options”.

Andrea DelValle, Disney Destinations, is a new member of SWPP as of 2012, and her session “Contact Center Magic at Disney” focuses on how Walt Disney World is always working to create a magical experience.  Attend Andrea’s speech and see how Disney has integrated their planning processes to enhance the magic at the call center.

Conference Agenda

We are looking forward to seeing new and familiar faces at this year’s SWPP Conference.

What We Do:

Bay Bridge Decision Technologies® (www.baybridgetech.com) is the number one supplier of customer contact channel strategic and capacity planning solutions. In the decade since 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.

Our 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.

There are certain benefits that come along with working in a smaller-sized, highly-integrated company.  For instance, your work will not go unnoticed.  Each member of our team is instrumental to achieving success for our customers.  Employees have the added benefit of playing a broader role within Bay Bridge. Our products and services are constantly evolving and we rely on everyone from entry-level to senior-level to drive the evolution.

If you like working on a team, exploring innovative opportunities, and understand that interconnectivity drives outstanding results – then Bay Bridge is the place for you.

In this role the employee will support the sales function.

We realize that our strength and competitive advantage lie with our people. We offer competitive pay, benefits (Medical, 401K, Tuition Reimbursement, Health & Dependent Care Flexible Spending Accounts (FSA), Health Spending Accounts (HSA), Paid Holidays & Vacation, Group and Voluntary Term Life Insurance, Short-Term & Long-Term Disability) and more!

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Assist Regional Sales Managers with product demonstrations
• Draft and complete on-site pre-sale discovery
• Conduct ROI analysis
• Establish and maintain pre-sale customer relationships 

EDUCATION, TRAINING AND EXPERIENCE 

• Bachelors Degree in Business Administration, Computer Science related
• 3 – 5 years experience in a Sales Engineer role with capacity application software programs and conducting demonstrations preferred

KNOWLEDGE, SKILLS AND ABILITIES 

• Excellent verbal  and written communication skills
• Proven track record of consistently exceeding assigned goals, objectives and quotas
• Strong organizational and time management skills
• Self driven, motivated and results oriented
• Ability to travel to customer locations and industry trade shows
• Must be a creative thinker to overcome customer objections
• Demonstrated problem solving and negotiation skills
• Excellent attention to detail and thoroughness
• Proficiency in MS Office products such as Word, Excel, PowerPoint, and Outlook

Please submit resumes to recruiting@baybridgetech.com.  Thank you.

Human Resources
Bay Bridge Decision Technologies
900 Bestgate Road
Suite 210
Annapolis, MD 21401
Bay Bridge Decision Technologies is an Equal Opportunity Employer.

Mr. Shaw is a graduate of the University of Maryland, Robert H Smith School of Business. He is also very active in the Baltimore/Washington DC area technology community and several Baltimore-area volunteer organizations.