Session 4: Advanced Contact Center Strategic Analytics
Date:  Tuesday, August 19
Time:  1:00-2:00 pm CT

Central to the capacity plan is the contact center staffing model.  Most planners use it to determine how much staff is needed to hit service levels given a forecast.  But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions.  In this session we will discuss how to take that model and juice it up to answer great what-if questions like:

• Should we combine contact center functions or not? What are the economies of scale, and have I maxed them out?
• How sensitive is my center’s performance to fluctuations in important drivers like attrition or handle times?
• Where should I spend my time improving forecasts?
• How do I best position my contact center operation to be able to respond to uncertainty and business risk? What will happen if my forecast is way off?

Click here to register for this session:  https://swpp.webex.com/weblink/register/r0ce0c08c24096ad3385145999bb68043