Bay Bridge Decision Technologies
Brings You a Five-Part Complimentary Series
"Bridging the Planning Gap"
The optimization of contact center production has followed a natural path; technologies have been developed and resources brought to bear to improve many elements of the operation: employee scheduling and schedule implementation (workforce management), call and workload routing, and agent performance (performance management).
However, there is still one very large gap that organizations are just now bridging: the area of strategic planning and analysis. There is a growing recognition that many short term issues in workforce management, agent performance, and workload distribution have as their root cause a poor medium- or long-term plan. Decisions made months ago significantly affect your performance today. We all know that.
In this complimentary series, Bay Bridge Decision Technologies' president and co-founder, Ric Kosiba, will offer a series of free webinars on how to Bridge the Planning Gap.
Ric leads the development of the company's simulation and optimization technologies. He 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.
All webinars begin at 1:00pm Eastern Time.
"Register for all 5 sessions by clicking here!"
Session 1: February 12th - Bridging the Planning Gap: The Importance and the Fundamentals of Contact Center Strategic Planning
"Click here to view the recorded webinar"
This session will focus on tips, tricks, and technologies that will improve the planning process as well as discuss the terrific benefits that come with optimized planning. In this session, we will discuss the mathematical technologies that make planning both accurate and fast, enabling many of the what-ifs that are so critical to our success. We can improve our process from forecast to hiring plan to budget to variance analysis and back to forecast.
Session 2: April 8th - Bridging the Channel Gap: Planning for Multiple Contact Types, Email, Chat, Phone, and Back Office
"Click here to view the recorded webinar"
Gluttons for punishment, we contact center folks always seem to find ways to make our jobs more complex and difficult! The latest round of complexities includes integrating our contact centers to be "full service" phone and email and chat and back office centers. How in the world do we plan for this? In this session we'll discuss the issues associated with full service centers as well as methods for planning in this more complex business setting. If you can do this well, you'll save your company a lot of money.
Session 3: June 10th - Bridging the Forecasting Gap: How Forecasting the Right Things, Using the Right Forecast Metrics, and Using the Right Planning Process Will Improve Your Contact Center
"Click here to view the recorded webinar"
Sometimes momentum carries our industry to do some fairly whacky things. We believe that the process by which we forecast is one of those things. Too often, there is intense focus and scrutiny on forecast "error" and the mechanics of the forecast process, when there should be a spotlight on changes in the business or the business environment. Variances to forecast often foretell changes rather than describe error. In this session we will discuss: the forecasting process and its relationship to the overall long-term planning process; issues with using standard measures of forecast error; and how forecasting the right things may even be more important than more accurately forecasting your call volumes.
Session 4: July 29th - Bridging the Analysis Gap: What-If, Cost Versus Service, and Variance Analysis
"Click here to view the recorded webinar."
Let's face it, a lot of what passes for contact center analysis is somewhat of a swag. Our analytic tools- mostly data analysis and an Erlang spreadsheet- are cumbersome, slow, inflexible, and to be absolutely honest, not as accurate as we'd like. Much of the analyses that we'd like to do are centered on three basic forms:
--What-if Analysis: There is one proposal (or fifty) to change the way our center network operates. What will happen to our cost or our service if we make these changes?
--Sensitivity Analysis: What is the trade-off between cost and service? What should we spend to hit our service targets?
--Variance Analysis: What in the world happened last month to our service and what was the cause? How do we fix this?
In this session, we will discuss the insightful analysis that can be accurately and quickly developed if you have the right tools and technologies.
Session 5: October 2nd - Bridging the Planning Implementation Gap: A Customer's Story
"Register Here!"
Learn how a Bay Bridge customer has improved their planning process by implementing the right technologies and processes.
Bay Bridge Decision Technologies is a supplier of innovative decision support software, custom software development services, and analytic consulting to the contact center industry. We excel at improving our Clients' contact center performance through the use of our sophisticated analytic solutions to critical strategic and tactical contact centers.
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