Webinars
CRMXChange Presents a Four-Part Series: Your Operational and Strategic Plan is Your Weekly Playbook: Forecasting, Building Requirements, Staff Planning and Management, and Operational and Financial Analyses for Contact Centers.
Riding Your Seasonality Curve
Tuesday, March 1st 2011
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Contact Center Enterprise Analytics
Thursday, April 7th 2011
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Forecasting and Planning Tips and Tricks
Tuesday, September 20th, 2011
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Planning for Multiple Contact Types, Email, Chat, Phone and Back Office
Tuesday, October 25th 2011
1:00 PM EST
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TMC Presents a Three-Part Series:Forecasting, Planning, and Analysis for Complex Contact Center Operations
Boy, have contact center operations gotten more complex! As companies search for new ways to improve their operational efficiency, they have leaned on the teams that have proven themselves to be experts at solving complex operational problems: the contact center workforce analysis teams. Because of the success associated with call center forecasting, planning, and scheduling these teams are being asked to apply their technologies and expertise to other contact types: email, chat, back-office, and outbound contact types. This certainly presents a challenge.
In this three part webinar series, Bay Bridge Decision Technologies will discuss:
Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events
Thursday, May 19, 2011
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Built to Hire- Putting Hire Recommendations into Action
Thursday, June 23, 2011
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True Staff Optimization
Thursday, November 17, 2011
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CRMXChange Presents Roundtable Debate:
Workforce Management in the Multi-Channel Call Center
Tuesday, June 28th, 2011
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CRMXChange Presents a Three-Part Webinar Series: (February 2010 – October 2010)
Session 1: The Value of Improving your Strategic Planning Process
Presented By:Ric Kosiba, Ph.D., President and Co-Founder of Bay Bridge Decision Technologies
Session 2: Planning, modeling, and decision-making in your complex contact center operation.
Presented By:Dean Papadopoulos, CEO and Co-Founder of Bay Bridge Decision Technologies
Session 3: Contact Center Strategic Planning Tips and Tricks
Presented By:Ric Kosiba, Ph.D., President and Co-Founder of Bay Bridge Decision Technologies
TMC Presents a Three-Part Webinar Series: (April 2010- October 2010)
Session 1: Strategic Planning in Action: An in-depth view of CenterBridge
Presented By: Dan Mahon, Vice President, BayBridge
Session 2: The Secret to a Good Night’s Sleep?
Contact Center Strategic Planning
Presented by: Donna Fluss, President, DMG Consulting LLC, and Ric Kosiba, President, Bay Bridge Decision Technologies
Session 3: Using Sophisticated Strategic Planning Software, Liberty Mutual, Discovers New Opportunities
Presented by: Patrick Flynn, Senior Forecast Analyst, Resource Management, Liberty Mutual Customer Response Center, and Ric Kosiba, President, Bay Bridge Decision Technologies
Learning to Avoid Workforce Planning and Strategic Mistakes…
Lessons from the Last Recession
(March 2009)
Presented by: Ric Kosiba, President, Bay Bridge Decision Technologies
Learn more about the importance of contact center strategic planning during times of change as well as striking a balance between staffing and service quality.
Forecasting and Planning in the Era of Uncertainty: It is All About Decision-Making
(May 2009)
Presented by: Ric Kosiba, President, Bay Bridge Decision Technologies
Bridging the Planning Implementation Gap: How Hyatt Improved Contact Center Planning
(October 2008)
Presented by: Steve Gordon, Scheduling Manager, Hyatt Hotels Worldwide
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.
Top What-If Contact Center Questions and How to Solve Them
Webinar given by Ric Kosiba, President, Bay Bridge Decision Technologies
Squeezing Significant and Hidden Value Out of Your Contact Center Strategic Plan
Webinar given by Ric Kosiba, President, Bay Bridge Decision Technologies
Are Your Contact Center Planning Spreadsheets Right? How to Test, Validate, and Improve Your Planning Process
Webinar given by Ric Kosiba, President, Bay Bridge Decision Technologies