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Workforce Planning in a Digital World


Presented By: Genesys

Live Date: October 17, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by Ric Kosiba, Vice President, Workforce Systems, Genesys

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About the Webcast

Planning for multi-skill, multi-site, and multi-channel contact centers is one of the most difficult math problems we’ve encountered.  Each channel and each skill have different demand profiles, each agent has different efficiencies associated with each skill and channel, and handle times vary by location.  Further, in order to staff accurately, each combination of skill, channel, and center location require different math models.

In this session, we will discuss the different methods for modeling these complex operations, and tips for improving your contact center plans.

About the Presenters

Ric Kosiba, Vice President, Workforce Systems, Genesys

Ric founded the company, Bay Bridge Decision Technologies, in 2000 that was acquired by Genesys in 2016. Ric has been involved in the call center industry 25+ years and still enjoys working with clients and helping companies improve through math modeling. He holds an M.S.C.E., B.S.C.E., and Ph.D. in Operations Research and Engineering from Purdue University (Boiler Up!), and holds six contact center analytic patents.

He is responsible for the development and enhancement of our contact center capacity planning and analysis product line. He thoroughly enjoys working with our brilliant development and operations research team, which helped Decisions become the leading U.S. supplier of long-term forecasting and planning solutions.