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3 Part Webinar Series:
on Strategic Planning |
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Session 2 |
Session 3 |
Webinar Archived
Strategic Planning
in Action:
An in-depth view
of CenterBridge
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June 15, 2010
The Secret to a
Good Night’s Sleep?
Contact Center
Strategic Planning
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October 5, 2010
Using Sophisticated
Strategic Planning Software,
Liberty Mutual, discovers
new opportunities
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Webinar Archived
Session 1 - Strategic Planning in Action:
An in-depth view of CenterBridge
Changes in the contact center environment have made trying to stick to a rigid year-long strategic plan difficult. Businesses benefit greatly by moving to a more flexible and opportunistic corporate decision-making discipline, where budgets and plans are developed more quickly and more often.
What does that mean to strategic planning? The days where a formal year-long budget is the be-all end-all are over. Instead, plans are meant to be evaluated and re-evaluated ad nauseam.
In this session we will go through CenterBridge and you’ll see firsthand what an adaptable
planning system should look like.
SPEAKERS:
Dan Mahon, Vice President, BayBridge
Patrick Barnard, Senior Web Editor, TMC
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June 15, 2010
Session 2 - The Secret to a Good Night’s Sleep?
Contact Center Strategic Planning
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
SPEAKERS:
Donna Fluss, President, DMG Consulting LLC
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC
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October 5, 2010
Session 3 - Using Sophisticated Strategic Planning Software, Liberty Mutual, discovers new opportunities
Learn first-hand the transformative changes taking place in Liberty Mutual’s Contact Center Planning operation. Patrick Flynn, Senior Forecast Analyst will share his planning experience both before and after the implementation of CenterBridge. You’ll discover interesting bits of how Liberty Mutual was able to learn so much more about their operations and how that knowledge lead to great efficiency in both time and money. SPEAKERS:
Patrick Flynn, Senior Forecast Analyst, Resource Management, Liberty Mutual Customer Response Center
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC
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