Complimentary Webcast: Tuesday, August 7th - Improving Capacity Planning - Models are Important! - Genesys
August 8, 2018
8/7 Improving Capacity Planning - Models are Important! - Genesys
In this session, we will discuss the next step after forecasting—the equally important step of using capacity plans as a “what-if” engine. 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 levers of hiring, overtime, training plans, and controllable shrinkage. Using these two technologies together, we can answer great questions on how to best manage our contact centers.