Session 2: April 27, 2010 at 1pm (EST)
Planning, modeling, and decision-making in your complex contact center operation.
Presented By:Dean Papadopoulos, CEO and Co-Founder of Bay Bridge Decision Technologies
As our contact center environment gets both more complex and less predictable, the need for planning tools becomes paradoxically more important. Whether we’re analyzing multi-channel, multi-skill, or simpler operations, contact center strategic planning is key to making big picture decisions.
In this session, we’ll discuss the forecasting and analysis of complex contact center networks. We’ll touch on:
•How to model the performance of different channels, and why standard queuing methodologies might not work
•How staff using standard service level goals to determine staffing levels for email and back-office may be a mistake
•How other companies have improved their operation by going to more sophisticated planning technologies