Bay Bridge Decision Technologies CenterBridge Users’ Conference Attracted Speakers from Frost & Sullivan, Hyatt Hotels International, Disney Destinations, Fidelity, Liberty Mutual and RCI.
Fourth Annual Strategic Planning Event was Held in Orlando, Florida January 27th – 29th.

Keynote presenters included Keith Dawson, principal analyst, Frost & Sullivan; and Bob Simmonds, vice president, travel operations, Disney Destinations, LLC.

The theme of this year’s event "Plan for the Possibilities," was designed to address many of the critical issues confronting contact centers today, including:

  • 2010 Contact Center Hot Trends – Keith Dawson, Frost & Sullivan, discussed the most compelling trends facing contact center professional right now and why these trends are important and how planner can leverage them to their advantage.
  • New Hires Learn from the Pros While the Contact Center Doesn’t Miss a Beat - Patrick Flynn, explained Liberty Mutual’s plans for its robust training program; which includes tenured agents significantly coaching new hires, and how the company easily accounts for all this using CenterBridge.
  • Employees Come and Go. Plan For It – Steve Gordon shared with attendees how Hyatt Hotels uses CenterBridge to effectively manage staff hiring and attrition.
  • Successfully Integrating Technology and People – According to Bob Simmonds, Disney has been able to build an effective partnership between technology and people.
  • Key Concepts of Contact Center Planning - In this session, Ric Kosiba outlined several key concepts that planners should keep in the forefront of their mind when producing plans and what-if analyses.

In addition to high-level contact center topics we also addressed many CenterBridge specific topics, including:

  • CenterBridge Panel: Using CenterBridge in the Everyday Contact Center – planners from Fidelity, RCI, and Disney shared with attendees the interesting ways that they have applied CenterBridge in their organizations and provided several new ideas in the process.
  • What's New in CenterBridge – Doug Newhard, Bay Bridge’s own highlighted improvements made to CenterBridge over 2009 and how users’ can use the new the new features to improve contact center performance.
  • The Future of CenterBridge – What does the future hold for CenterBridge? What features do we plan to add/improve in the coming year(s)?
  • An In-depth CenterBridge Demo – If you’ve never seen a demo, or an extensive Demo then you sure missed out. Ric Kosiba and Dan Mahon ran through a very detailed demo for some of our key prospects, while Chris Johnson followed up with,
  • What to expect when your Implementing CenterBridge – providing prospects a new customers a clear insight into the what, why how of Center Bridge implementation.
  • How to Become a CenterBridge Power Admin – David Miller is one of our best CenterBridge Admins and he was on-hand to describe what it takes to go from good to great in the CB Admin role.
  • Tips & Tricks to CenterBridge – Our own Jennifer Newhard, head of support services, shared a list of tip and tricks to help CenterBridge Users’ become POWER users’.

While some of our prospects and newer customers were engaged in the CenterBridge Demo and Implementations sessions, we held two moderated working sessions:

  • Enterprise Reporting
  • Forecasting

These sessions were designed to learn and solicit feedback from our Center Bridge Users’ as we move forward with future advances in the system. It also provided user’s the opportunity to learn from each other as to how they each handle these functions in their own organization.

"Bay Bridge Decision Technologies is extremely pleased with this year’s event," said Bay Bridge’s Manager of Marketing, Susan Klasmeier. "Each year builds on the success of the last, and despite the challenging economic environment, this year was no exception. While many industry events are being cancelled as budgets are slashed, Bay Bridge received record numbers of attendees and expert presentations.

If you have any questions re: the speakers and presentations from our 2010 event, please contact Susan Klasmeier at sbk (AT) baybridgetech (DOT) com. And be sure to mark your calendars for next year’s event, tentatively scheduled for Jan 25th – Jan 28th at TBD.


© 2000-2008 Bay Bridge Decision Technologies, Inc All rights reserved. Legal Notices.