Videos/Webcasts:
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
TMC Interview: Bay Bridge in DC
Watch TMC CEO, Rich Tehrani, interview Susan Klasmeier, Marketing Manager with Bay Bridge Decision Technologies. Susan touches upon CenterBridge basics as well as more detailed advantages of discrete simulation over traditional spreadsheet analysis.
Bay Bridge and Hyatt Hotels
Bridging the Planning Gap
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.
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White Papers:
Finding Hidden Costs In Your Contact Center Plans
Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty
Preparing for Uncertainty: The Critical Need for Contact Center Strategic Planning
Contact Center Enterprise Analytics
Articles:
SWPP: Strategic Shrinkage Management
SWPP: A Culture of Change
SWPP: The Business World is a-Changing: What the Boss Needs From You
Contact Center Professional: Deal or No Deal – The Art of Salesmanship in the Contact Center
SWPP: Lessons from the Last Recession
SWPP: The Contact Center Decision Making Cycle
SWPP: Our Old Assumptions Don’t Hold: Requirements, Adherence, and Non-Traditional Channels
Contact Center Professional: Optimizing Your Strategic Plan – How to Avoid Call Center Disaster Stories
SWPP: Analyze Customer Satisfaction With Standard Call Center Tools
SWPP: Moving From Workforce Manager to Call Center Leader Through Strategic Planning
SWPP: Adding the Analytics to “Analytic Systems”
SWPP: Does Accuracy Matter?
SWPP: The Ends of Your Economies
SWPP: The Importance of Planning Part One: Do We Have The Cart Before The Horse?
SWPP: The Importance of Customer Segmentation
SWPP: The Big Picture: Performance Forecasting, What Is It, and Why Don’t We Do It?
SWPP: Setting the Standard: A Guide for Determining Optimal Service Goals for Inbound Sales Centers
SWPP: What-If? Getting It Wrong: What is the Cost of Planning Inefficiencies?
SWPP: Managing The Time Crunch: Getting Proactive About Performance Management
SWPP:What-If? How to Provide Risk and Sensitivity Analysis of Your Contact Center
SWPP: The Laws of Call Centers: Everything You Ever Wanted to Tell Your Finance and Marketing Friends About Call Centers
SWPP: The Big Picture: Optimizing Your Long-Term Staff Plan
Brochures:
CenterBridge Backoffice
Improving your ROI with CenterBridge
CenterBridge and Liberty Mutual
CenterBridge and Hyatt Hotels
Press Releases:
01/14/2011
Bay Bridge Decision Technologies Announces Speakers for 5th Annual CenterBridge Users’ Conference
09/24/2010
Bay Bridge Decision Technologies Celebrates 10 Year Anniversary
09/21/2010
Inc. Magazine Unveils Its Fourth Annual Exclusive List of America’s Fastest-Growing Private Companies—the Inc. 5000
07/1/2010
Bay Bridge Decision Technologies Reinvents Website
09/17/2009
Bay Bridge Decision Technologies® Expands its Business Development Team to Manage Growing Demand