Webinars - Featured Articles

November 14, 2011

Webinar - TMCnet and BayBridge Present a Webinar on Contact Center Staffing

NORWALK, CT (November 14, 2011) – TMC, a global, integrated media company helping clients build communities in print, in person and online, and BayBridge have announced the last in a three part Webinar series, “True Staff Optimization ” on Thursday, November 17, 2011 at 2:00pm EST/11:00am PST.

This complimentary Webinar series, sponsored by BayBridge, focuses on forecasting, planning, and analysis for complex contact center operations. As companies search for new ways to improve their operational efficiency, 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 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.

This final installment will focus on staffing. One of the overlooked planning problems that have huge financial repercussions for the operation is that of staff planning. While we use sophisticated algorithms to schedule our call centers, we still develop staff plans by hand.

When you think of it, 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.

Speakers include:
Ric Kosiba, president, Bay Bridge (News - Alert) Decision Technologies
Juliana Kenny, TMCnet Web Editor, TMC

Register for “Series 3- True Staff Optimization ” on Thursday, November 17, 2011 at 2:00pm EST / 11:00am PST.

View Archives in this series:

Series 1 - Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events
Series 2 – Series 2- Built to Hire- Putting Hire Recommendations into Action.

TMC’s (News - Alert) webinars are a tremendous resource and an excellent way to provide training on highly relevant topics, and the fact that it is offered at no-cost to attendees is a huge benefit in these trying economic times” said Rich Tehrani, TMC CEO. “Webinars are also a great way to introduce vendors to possible customers in a mutually beneficial and informative manner that often leads to productive relationships.”

For more information about TMC, visit www.tmcnet.com.

About TMCnet Webinars
TMCnet Webinars feature live, interactive presentations covering relevant topics, presented by top industry executives. Attendees watch and listen to the presentation as it happens over their computer, and have the opportunity to submit questions to the speaker(s) in real-time. The TMCnet Webinar program typically attracts 300 to 500 registrants per event.   

TMCnet Webinars are archived and available On-Demand.

Companies interested in sponsoring their own Webinar event can contact client services at 203-852-6800 or by email at inquiry@tmcnet.com

For more information about TMCnet Webinars, please visit www.tmcnet.com/webinars.

About Bay Bridge
Bay Bridge Decision Technologies provides strategic analytic and long-term planning solutions to the contact center industry’s top brands. Bay Bridge’s CenterBridge suite of software applications support the executive analytics and strategic performance management needs of companies seeking innovative strategies for managing their complex customer contact centers, branch locations, and processing organizations.

About TMC
TMC is a global, integrated media company that helps clients build communities in print, in person, and online.  TMC publishes the Customer Interaction Solutions, INTERNET TELEPHONY, Next Gen Mobility, InfoTECH Spotlight and Cloud Computing magazines.  TMC is the producer of ITEXPO, the world’s leading B2B communications event.  TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. 

In addition, TMC runs multiple industry events: 4G Wireless Evolution; M2M Evolution; Cloud Communications Expo; SIP Tutorial 2.0:Bringing SIP to the Web; Business Video Expo; Regulatory 2.0 Workshop; DevCon5; HTML5 Summit; CVx; AstriCon; StartupCamp; MSPAlliance MSPWorld and more. Visit TMC Events for a complete listing and further information.

For more information about TMC, visit www.tmcnet.com.

Jan Pierret
Marketing Manager
203-852-6800 x 228

Edited by Jennifer Russell