UPCOMING WEBINAR:
Planning for Multiple Contact Types, Email, Chat, Phone, and Back Office.
Tuesday, October 25th, 2011
1:00 PM EST
REGISTER HERE
One of the benefits (or problems, depending on your point of view) with being good at your job is that you often get more jobs to do! Because of all of the good workforce managers have done, they’re being asked to do much more: produce capacity plans for, not only inbound calls, but back-office functions, instant messaging, outbound calls, and email.
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.
Missed our last webinar? Watch Forecasting and Planning Tips and Tricks Here
UPCOMING TRADESHOW:
Contact Center Conference 2011
October 4-6
Phoenix, AZ
Queue-Talk: Conference Edition : Podcast with Ric Kosiba
LATEST WHITE PAPER:
Contact Center Planning: Agility is Key
Ric Kosiba Ph. D. President, Bay Bridge Decision Technologies
Over the last ten years, there has been a move toward this more contemporary planning process in the contact center community. Leading organizations have sought to minimize operational risk associated with changing volumes by improving the analytic capabilities and increasing the level of automation in their planning process. This paper will discuss migrating toward an optimal planning process: the organization, technologies, and business decisions that are current best practices.
NOTES FROM THE PRESIDENT:
What service should we offer customers? Seems like a pretty straight forward question, right? It would be, if service were free. But service is not free.
At each service level goal, there is an implied cost. And lowering cost is another of those goals. So our two goals are: lower costs and provide service. But those aren’t the only two goals! We also don’t want to burn out our agents with too high an occupancy, we want to provide training and professional growth for our employees, we want to sell product (for sales or collections centers), and so on… Read More
