Session 2: June 15, 2010 at 2pm (EST)
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
We’ve all been there. Staring at the ceiling at 4am replaying the day’s events in our contact center. Questioning every step.
The fact is, you, your planners, and your teams did everything right. The problem’s not with you or them, but rather the out-dated technologies you are forced to use to complete your strategic plans. Excel and Erlang – were great back in their time. But new technologies have emerged. Technologies that are built to handle the kind of complex contact center you’re responsible for. These Strategic Planning Systems use simulation and automation to formulate the right strategic plan. An accurate and long-term plan that will adjust to sudden changes in your contact center environment. A plan you and your leadership team can trust – i.e. and not have you worrying about at 4am.
In this session, we discuss:
- The Challenges with Current Planning Processes
- Traditional Contact Center Planning vs. Contact Center Strategic Planning
- Strategic Planning Best Practices