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Three-Part Series: Forecasting, Planning, and Analysis for Complex Contact Center Operations

About this special Webinar series:

Boy, have contact center operations gotten more complex! 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.

SERIES 1: ARCHIVED Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events WATCH NOW

Forecasting and Planning with Significant Uncertainty and Planning for Unforeseen Events – May 19
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

SPEAKERS:
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC
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SERIES 2: ARCHIVED Built to Hire- Putting Hire Recommendations into Action WATCH NOW

Built to Hire- Putting Hire Recommendations into Action - June 23
It can often be said that where there is a challenge, there is an opportunity. Tune in discover how TD Bank seized this mantra when creating their strategic plans using CenterBridge. Hear how Laura Dillon addressed business concerns in recruitment and learning and development, and transformed them into opportunities that revolutionized TD’s long-term plans. Specifically, learn how CenterBridge enabled growth in performance and output at TD Bank and ultimately helped drive excellence to meet demand. Laura will also expand upon her experiences with:

Developing what-if scenarios
Influencing change around staffing strategies
Developing team management support
Strengthening partner relationships

SPEAKERS:
Laura Dillon, TD Bank Financial Group
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC

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SERIES 3: ARCHIVED True Staff Optimization
WATCH NOW

True Staff Optimization November 17
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:
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC

Sponsored by: