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How Can We Cut Costs? What Should Our Goals Be? How Do We Calculate ROI?


Presented By: Sharpen

October 14th , 1:00pm Eastern

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Chief Experience Officer, Sharpen Technologies


About the Webcast

Join us as we return to the original purpose of contact centers: how to take advantage of economies-of-scale to both lower costs and provide a more meaningful and specialized operation. 

During this hour we will discuss:


  • How to use math and data information to find cost savings
  • Optimal methods of looking at data to determine service level and ASA goals
  • Simple methods for lowering handle times and boosting active contact resolution
  • How to find correctable contact center performance issues
  • How to calculate the value of all the above improvement 



About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Settle, Chief Experience Officer, Sharpen Technologies

Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He is a strong facilitator, combining his study of education with experience from his time as a trainer at Apple and Angie’s List. At Sharpen, Adam and his team create the connection between advanced technology and the understanding required for clients to take advantage of its potential.