Webinars - Featured Articles

May 05, 2011

Webinar - Call Center Forecasting, Planning, Analysis Webinars Tackle Critical Subject

There’s an interesting three-series presentation coming up soon -- Bay Bridge (News - Alert) Decision Technologies is sponsoring a Webinar dealing with call center issues.

The first series will be presented May 19. Click here to Register Now.

The series will each explore a different aspect of the subject, “Forecasting, Planning, and Analysis for Complex Contact Center Operations.” Looking for ways to increase operational efficiency, companies tend towards those who have proven themselves experts at solving complex operational problems -- “the contact center workforce analysis teams,” Webinar officials say, who are “being asked to apply their technologies and expertise to other contact types: email, chat, back-office, and outbound contact types.”

The first series, scheduled for Thursday, May 19 at 2:00 in the afternoon on the East Coast and 11:00 in the morning out on the West Coast, is titled “Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events.” Organizers say it will discuss “analytic methods for analyzing forecast risk and methods for planning for unknown events.”

Speaking will be Ric Kosiba, President of Bay Bridge Decision Technologies, and Patrick Barnard, Senior Web Editor at TMC (News - Alert).

The second series is scheduled for June 23. Don’t worry, we’ll remind you before that. Titled “Built to Hire- Putting CenterBridge Hire Recommendations into Action,” it’ll discuss business concerns in recruitment and learning and development, and how to transform them into opportunities that revolutionize long-term plans.

“Specifically,” event organizers say, “learn how CenterBridge enabled growth in performance and output at TD Bank and ultimately helped drive excellence to meet demand.” Speaking will be Laura Dillon, TD Bank Financial Group, along with Kosiba and Barnard.

And the third installment will be November 17, titled “True Staff Optimization.” When you think of it, event organizers say, “determining how many agents to budget for often fixes the staffing levels for the operation. Any gains in staffing effectiveness will be determined by the longer-term staff planning process. We will discuss methods for developing truly optimal staff plans.”

The discussion will include Kosiba and Barnard.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jennifer Russell