USERS’ CONFERENCE REGISTRATION
Bay Bridge Decision Technologies is pleased to announce our CenterBridge Users’ 
Conference in Scottsdale, AZ, February 7- 9, at Talking Stick Resort. The conference is a complimentary event for customers, including: conference sessions, planning workshops, special events, and all conference meals.
Attendees will come away from this event equipped with strategies and solutions that can be immediately implemented in your contact center planning process, therefore, creating smarter operational plans that deliver even greater value to your organization.
We’ve negotiated a special room rate of $195 night for conference attendees. Rooms must be booked by December 23rd to receive the discounted rate. Call (866) 877-9897 OR Book Online to make reservations.
For more information and to register, please visit us online. If you have any questions please call Abby Montgomery 443.837.9047 or email amontgomery@baybridgetech.com
NOTES FROM THE PRESIDENT
They say that managing is often all about trade-offs; indeed if everything was free, we would never need to decide. Managing contact centers involves decision-making every day, and the most classic contact center trade-off is cost vs. service.
This trade-off is far from simple or cost free. Every point in service level has a cost associated with it. Further, that cost changes as volumes change and the economies of scale of the operation changes. The appropriateness of certain service standards also is different based on the type of contact being serviced.
I always find it fascinating how service standards are so often assigned arbitrarily. Given that the service standards drive costs, management performance and bonuses, and the “busy-ness” of the agents, one would think that this is a figure derived after significant analysis. But it often isn’t.
My guess as to why this is the case is that in order to accurately understand the trade-off between service and costs, contact center management needs an accurate and quick contact center strategic planning process, and many executives are still leaning on their bulky capacity planning spreadsheets.
But there is a better way, and we recommend taking a look at CenterBridge to help you understand the service and cost trade-offs of your contact center network.
BAY BRIDGE TECH’S RISING STAR:
We would like to Congratulate Bayu Wicaksono on his recent promotion. Bay Bridge Decision Technologies welcomed Bayu to their team in January 2004 as an Operations Research Analyst. Bayu was the genius behind CenterBridge optimizers and the core algorithm which lead him to his current position as Manager, Operations Research Development. He will be responsible for managing the development of our core algorithm and optimization of CenterBridge.
Recorded Webinars
True Staff Optimization
Nov 17 2:00pm
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Forecasting and Planning Tips and Tricks
September 20
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Planning for Multiple Contact Types, Email, Chat, Phone and Back Office
October 25
Watch Now
Upcoming Events
Users’ Conference 2012 Scottsdale. AZ
February 7-9
Register Now
White Papers
Contact Center Planning- Agility is Key
Download Now
Hidden Costs in Your Contact Center Plans
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