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Contact center strategic planning- the art and science of forecasting, staff planning, what-if analysis, budget planning, and variance analysis- has never been as important to the enterprise as it is in this business cycle.
Ric Kosiba, Bay Bridge Decision Technologies' co-founder and president, will present a three part webinar series exploring the "three legged stool", people, technologies and processes necessary to ensure your organization is positioned to make the best strategic decisions for your contact center network. Great performance starts with a great plan.
What Attendees will learn:
- Common strategic planning mistakes and how to avoid them
- New planning technologies that allow the analysis of all contact types
- Mathematical models that are used to automate and optimize the planning process
- How automating and optimizing forecasting, staff planning, budget planning, and variance analysis can lead to a truly dynamic planning and decision making process.
Who should attend?
- Forecasting, finance, capacity planning, and call center analysts
- Operations executives
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Session 1 - The Importance of Strategic Planning:
How Strategic Planning Mishaps Can Cost Your Organization Dearly
(and You Might Not Even Realize It!)
It is a common misperception that contact center service failures are isolated events and “just happen”. In fact, most severe service problems have, as their genesis, an analytic failure from months earlier- a failure in strategic planning. Simply, problems with the strategic plan almost always lead to tactical “day-of” service nightmares, some of which can last months.
This should not be unexpected, as most contact center organizations use old technologies- tedious and inaccurate Erlang-based spreadsheets- to develop their strategic capacity and budget plans.
In this webinar, we will discuss the importance of contact center strategic planning, some service failures that could have been avoided, and tips and tricks for improving your strategic planning process.
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Session 2 - Strategic Planning Technologies:
Contact Center Modeling From Forecasting, to Requirements Generation to Hiring/Overtime Plans to Budgets and Variance Analysis
Contact center planning, whether forecasting email volumes, determining staffing requirements, optimizing the hiring/overtime mix for your call center network, or producing variance and what-if analysis for your back office center, is 50% hardcore mathematics and 50% analytic art. What’s more, many of the traditional methods we’ve developed to produce strategic plans (e.g. Erlang equations or conventional forecasting methods) have been shown to be both inaccurate and potentially damaging to our operation.
In this webinar, we will discuss the outdated technologies that we’ve used for forecasting, what-if analysis, and capacity planning, and the issues associated with continuing to use these technologies for your ever-evolving contact center network. We will then highlight new mathematical and modeling technologies that can improve the speed, accuracy and scope of your planning process.
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Session 3 - The Optimal Strategic Planning Process:
Learn From the Best Companies
The effectiveness of contact center strategic planning processes has been limited by the obsolete analytic technologies we’ve employed. But recent improvements in computer processing speed have enabled a simulation-based strategic planning process that eliminates the technological roadblocks to a truly comprehensive, integrated, and responsive planning process. Simply put, the enterprise analytics and planning cycle can now be both accurate and fast.
With better technology comes a new era for contact center strategic planning. Interactive planning and forecasting is now achievable, and in a business environment where what-if analysis is critically important, the ability to evaluate competing business scenarios quickly and accurately will create a real competitive advantage.
In this webinar, we will discuss how the planning process can be greatly enhanced to improve the operational performance, the predictability, and the efficiency of the enterprise contact center network. We will discuss concepts such as planning and forecasting to minimize business risk and other ways to improve strategic decision-making.
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| PRESENTERS: |
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 Ric Kosiba, Ph. D.
Bay Bridge Decision Technologies
Ric Kosiba is one of the founders of Bay Bridge Decision Technologies and serves as its president. He leads the development of the company’s simulation and optimization technologies and is an expert in the field of call center management and modeling, collections and call center strategy optimization, and the optimization of large-scale operational processes. He holds two contact center planning and analytic patents.
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Erik K. Linask - Moderator
Group Managing Editor, Technology Marketing Corporation
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.
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