Contact Center Strategic Optimization

Ric Kosiba
President
Bay Bridge Decision Technologies

For many companies, their contact centers represent a significant cost to their enterprise, and many executives consider that their contact center network are only that: a cost of doing business.

Forward-thinking executives have started to challenge this view by treating the contact center as a profit center, turning customer service calls into sales calls.

Until very recently, one of the most neglected areas of contact center analytics and management has been in the area of contact center strategic planning. Until fairly recently, the focus of contact center analysis has been tactical and production oriented (e.g. workforce management). The focus has been predominantly: What happened yesterday at my contact center, and what should I optimally do tomorrow?

However, new simulation-based technologies have begun to address the dearth of strategic planning tools by offering systems that look long-term at both operational and financial performance and trade-offs.

It is our view that it is actually impossible to optimize your contact center network through workforce management software, without getting the strategic, long-term plan optimal first. The egg is before the chicken.

In this presentation, Ric Kosiba will discuss the cost of getting your strategic plans wrong, methods for optimally developing strategic plans, methods for determining your marginal economics, and the importance of contact center sensitivity analysis.

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