Mastering What-If and Sensitivity Analyses - Essential Capacity Planning Strategies for Call Center Decision-Making
Wednesday Nov 13, 2:00 PM – 3:00 PM EDT — RECORDING
For call center executives, making informed decisions amidst uncertainty is crucial. The most pressing business questions often revolve around optimizing resources, managing costs, and ensuring service reliability in a volatile economy:
- What are my projected costs for customer service?
- How many additional staff would I need to enhance service standards?
- In a fluctuating economy, what investment choices should I make now to prevent service failures next year?
- How will ongoing attrition impact service quality?
In this session, we’ll explore how you can leverage Workforce Management (WFM) and capacity planning processes to tackle these questions. You'll learn simple yet powerful analysis techniques to navigate uncertainty and make more informed decisions.
WFM and operations planners often face a barrage of what-if scenarios, particularly during budget season. This session will not only showcase impactful what-if analyses but also provide innovative ways to present your findings. Attendees will leave with actionable insights to enhance their decision-making processes and make their analyses more persuasive and effective.
Presenter:
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Ric Kosiba, Real Numbers
Ric is an engineer, who tripped into the call center industry about 25 years. He started a contact center planning company, called Bay Bridge Decision Technologies in 2000, and he has probably seen more contact center strategic plans than anyone on earth. He’s worked at Interactive Intelligence, Genesys, and Sharpen. He holds a Ph.D. in Operations Research and Engineering (algorithm building) from Purdue University (Go Boilers!) and is an expert in contact center modeling, analyses, and management.
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