Webinars - Featured Articles

May 17, 2011

Webinar - Upcoming Webinars to Tackle Forecasting, Planning, and Analysis for Complex Contact Center Operations

BayBridge is offering a webinar as a “Three-Part Series: Forecasting, Planning, and Analysis for Complex Contact Center Operations.”

Series 1 will be presented Thursday, May 19, at 2:00 in the afternoon on the East Coast, and 11:00 in the morning out in California. Register now for the free presentation.

“Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events” is the title and a pretty good description of the content that will be presented. “While forecasting in general is fraught with uncertainty, it is even more so today. We will discuss analytic methods for analyzing forecast risk and methods for planning for unknown events,” say webinar officials.

The presenters will be Ric Kosiba, president of Bay Bridge (News - Alert) Decision Technologies.

As webinar officials say, contact center operations have certainly gotten more complex. Today more and more companies are searching for new ways to improve their operational efficiency, and as they do so, they “have leaned on the teams that have proven themselves to be experts at solving complex operational problems: the contact center workforce analysis teams.”

Because of the success associated with call center forecasting, planning, and scheduling, according to webinar officials, “these teams are being asked to apply their technologies and expertise to other contact types: email, chat, back-office, and outbound contact types. This certainly presents a challenge.”

Series 2 will be “Built to Hire- Putting Hire Recommendations into Action,” with Laura Dillon of TD Bank Financial Group addressing business concerns in recruitment and learning and development and transforming them into opportunities that revolutionize long-term plans, presented in June.

Series 3 will be “True Staff Optimization” in November, where Kosiba will discuss methods for developing truly optimal staff plans.

Don’t worry, we’ll remind you about them as they get closer.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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