Customer Experience Metrics and Capacity Planning Strategies at Principal Financial
Tuesday Nov 3, 4:00 PM – 5:00 PM Eastern — REGISTER NOW!
One of the most important contact center questions we could
answer is “What matters to our customers?” followed closely by “What
matters to our operation?”
In this session, we’ll explore how contact center data can
help answer these questions. We’ll introduce a powerful metric—Agent Contact
Resolution—a smarter, more actionable twist on FCR-- that can drive meaningful
improvements across your operation.
Lastly, we will discuss how capacity planning at Principal is used to drive big picture decision-making.
Presenters:
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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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Tony Graczyk, Assistant Director - Engagement Center WFM at Principal Financial Group During his 20 years in the
workforce management arena, Tony Graczyk has helped contribute to a share of
the contact center strategic plans that Ric has reviewed. His
full tenure in contact centers has been with Principal Financial Group where he
is currently the Assistant Director of Workforce Solutions. Many have
said that workforce management is a true blend of science and art – Tony seems
to have been living that blend for a while with a major degree in Biology and a
minor degree in music (saxophone). I guess it was only natural for
him to find his way into the contact center to put both successfully into
practice. Tony loves to discuss contact center and WFM operations, and he
is a member of the SWPP advisory board.
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