Session 3: October 26, 2010 at 1pm (EST)
Contact Center Strategic Planning Tips and Tricks
Presented By:Ric Kosiba, Ph.D., President and Co-Founder of Bay Bridge Decision Technologies
Standard workforce management focuses on planning for a particular point in time, such as scheduling for a representative week. The additional dimension of the long-term staff planning problem — planning over seasons– in most cases is more critical than having perfect schedules for one representative week.
Many “day-of” operational problems can be laid at the feet of a strategic planning mistake. It is strategic planning that ensures you have the right number of people available to handle your customer contacts. If your strategic staff plan is wrong, your tactical performance will suffer, and your tactical plan will, by definition, be poor.
In this session, we’ll discuss tips and tricks for strategic planning; determining your requirements and, more importantly, your hiring plans over time.