Upcoming Webinars:
Contact Center Metrics, Contact Center Planning, and How our Metrics Make Us Do Silly Things
Thursday, March 1st at 1pm EST
Registration
Regulations, Tornados, and Growth: How to manage the unexpected within your contact center network
Thursday, April 12th at 1pm EST
Registration
More Fun with Contact Center Metrics and Contact Center Planning- Efficiency and Customer Satisfaction
Thursday, May 17th at 1pm EST
Registration
The Hidden Causes and Costs of of an Inefficient Contact Center Operation and How Long Term Forecasts Drive Short Term Efficiencies
Thursday, June 21st at 1pm EST
Registration
Recent White Papers:
Contact Center Planning: Agility is Key
By Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies
Finding Hidden Costs In Your Contact Center Plans
By Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies
Recent Articles:
SWPP: Strategic Shrinkage Management
Discover the true importance of an accurate shrinkage forecast. Here you will learn how to manage shrinkage through a combination of forecasting, simulation, and staffing optimization technologies.
SWPP: A Culture of Change
It is no secret that the dynamics of our economy are in a state of great volatility and unpredictable change. Furthermore, the words “change” and “contact center” tend to go hand-in-hand. It is important for organizations to recognize this environment and construct an atmosphere that can easily adapt. This article outlines easy steps organizations can take in becoming ”change-ready”.
Contact Center Professional: Deal or No Deal – The Art of Salesmanship in the Contact Center
Working in a contact center is not always an easy job, and selling is even harder. Hiring the right people is critical, as these sales agents will drive revenue to your organization. Read on for tips and tricks associated with hiring the right sales agents…
Recent Press Releases:
05/19/2011
Bay Bridge Decision Technologies Upgrades Sensitivity Analysis
Contact Center Software Company’s CenterBridge product is upgraded with new charting features.
For example, what happens to occupancy if average handle time changes? What will happen to service-levels if call volumes change? What are the costs associated with service goal changes? How many staff are required as call volumes change?
04/21/2011
Bay Bridge Decision Technologies Improves Requirements Adherence for Outsources
Contact Center Software Company’s CenterBridge product is upgraded with new staffing optimizers
01/14/2011
Bay Bridge Decision Technologies Announces Speakers for 5th Annual CenterBridge Users’ Conference
Speakers at Orlando Event to Include Contact Center Leaders from Hyatt, Liberty Mutual, TD Bank, and Disney
