Improving Capacity Planning – Why Models are Important!

Simulation modeling tells you what happens to your service and costs as your contact center’s operation changes.  Optimization modeling tells you how to best respond to a new scenario—using the capacity planning guides of hiring, overtime, training, and controllable shrinkage.

Using these two technologies together provides answers to questions on how to best manage your contact center.

Watch this webinar to learn key techniques for taking the next step after forecasting, including using capacity plans as a what-if engine.

Meet the Speakers

Ric Kosiba
Vice President of the Decisions Group