What-if Analyses in Real-Time
Thursday Mar 26, 4:00 PM – 5:00 PM EDT — Sign Up For Events
We’ve run our share of webinars, and while we love digging into the theory and academic side of contact center analytics — we know that sometimes you want more than concepts. Instead of talking about strategy, we’re going to show it—step‑by‑step, inside the Strategies platform. You’ll see exactly how to tackle real, high‑impact “what‑if” scenarios and how those same steps translate directly to the capacity‑planning spreadsheets you use every day.
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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Other Sessions With This Presenter
Contact Center Strategic Planning and AI
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Chris Kosiba, Real Numbers
Chris is an industrial engineer with a specialty in
operational data analysis and algorithm development. He has his master’s
and bachelor’s degree in industrial engineering from Purdue.
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