SWPP Annual Conference
The Summit for Workforce Management Excellence
March 7-9, 2012
Ric Kosiba, President, Bay Bridge Decision Technologies will be presenting 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.
