Read the latest articles written by Bay Bridge Decision Technologies staff for the contact center industry.

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Welcome to the Decision Decade: The Time for Contact Center Decision Support is Now

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Our Old Assumptions Don’t Hold: Requirements, Adherence, and Non-Traditional Channels

Optimizing Your Strategic Plan - How to Avoid Call Center Disaster Stories

Analyze Customer Satisfaction with Standard Call Center Tools

Winning the Call Center Marathon - From Agent to Supervisor to Business Analyst to...?

Planning for Outsourcers


Moving from a Workforce Manager to a Call Center Leader Through Strategic Planning

Adding the Analytics to "Analytic Systems"

Does Accuracy Matter?

The Ends of Your Economies

The Importance of Planning Part One: Do We Have the Cart Before the Horse?

The Importance of Customer Segmentation

The Big Picture: Performance Forecasting, What Is It and Why Don't We Do It?

Setting the Standard: A Guide for Setting Optimal Service Goals for Inbound Sales Centers

Getting It Wrong: What is the Cost of Planning Inefficiencies

Managing The Time Crunch: Getting Proactive About Performance Management

What If: How to Provide Risk and Sensitivity Analysis of Your Contact Center

The Laws of Call Centers: Everything You Wanted to Tell Your Finance and Marketing Friends About Call Centers

The Big Picture: Optimizing Your Long Term Staff-Plan

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