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Building Great “What-If” Models and the Resulting Analyses for the CEO


Presented By: Sharpen

Live Date: October 20, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Settle, Vice President of Product, Sharpen

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About the Webcast

Over the years we’ve discussed the importance of building contact center models that are provably accurate. Accuracy is important. Inaccurate models result in cost overages or service failures.

In this session, we’ll discuss a new method for using your Erlang C, Erlang A, and Erlang X calculations to build an unbeatably accurate contact center model. We’ll then take that model out for a spin, and lay out analyses that will answer questions for your execs like:  

  • What happened?
  • What will I forecast to happen?
  • How are my team and my system performing?
  • What do my customers experience?
  • How should I set performance goals for my organization?

In the end, we’d like to give our bosses the analyses that tell a great story for their management. And it’s always nice to be proven right. 

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.