Decisions: Contact Center Strategic PlanningRic Kosiba

Ensure the operation is nimble and efficient in reacting to day-of changes within the environment

Ensure the right number of agents are trained and available to meet the seasonal and changing demand.

Traditional WFM Systems Strategic Planning

Scheduling Shift Bids Adherence/Conformance Real-time Management Etc.

Hiring Plans Budgets Establishing Optimal Goals What-if Analysis Etc.

Ensure that the right numbers of agents are available at the right time to service our customers.

Workforce Optimization

What is Decisions?

• Decisions is a long-term contact center strategic planning and what-if analysis system. It helps to:

• Because it is fast and accurate:

• Perform risk and sensitivity analysis of your contact center

• Evaluate center what-ifs: investments, consolidation, and growth opportunities

• Decisions complements traditional workforce management software by focusing on strategic decision making and long-term planning

ForecastRequirements

SimulationStaff & Capacity

Plan OptimizationBudget

Great Companies Use Decisions

HealthcareRetail

Utilities

Finance and Insurance

HospitalityTransportation & Logistics

Consumer Products

• Predictive Models

• Forecasting of volumes, AHT’s, financials and costs, each shrinkage metric, by center, staff group, contact type

• Library of mathematical techniques, including Holt-Winters, regression, exponential smoothing, moving averages

• Descriptive Models

• Custom discrete-event simulation models derive accurate requirements by contact type

• Simulation models allow the accurate evaluation of almost any contact center what-if scenario

• Prescriptive Models

• Integer programming based hiring optimizers determine mathematically optimal hiring plans, answering optimally: “where and when do I hire my employees?”

• Integer programming-based extra time/under time optimizers determine the optimal balance between hiring and overtime, and the placement of controllable shrinkage

Mathematical Models Used in Decisions

Decisions simulation modeling vs. Erlang C

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Preferred Service: Service Level Comparison Simulation vs. Erlang-C vs. Actuals (Weekly Summary)

SL Actual SL Sim SL Erlang

Call Type

Simulation Service Level Prediction Erlang-C Service Level Prediction

Avg. Err Avg. Abs. Err

Std. Dev. Abs.

ErrAvg. Err Avg. Abs. Err

Std.

Dev.

Abs.

Err

Loans 0.59% 0.78% 0.65% 22.42% 22.42% 4.61%

Member Services 0.24% 1.19% 1.20% 25.97% 25.97% 5.56%

Preferred Services -1.27% 2.21% 1.75% 24.11% 24.11% 4.67%

Retail 0.86% 2.66% 1.39% 3.36% 4.03% 4.85%

Credit Card 0.31% 1.01% 1.08% 9.99% 9.99% 3.41%

Auto Insurance 1.20% 2.45% 2.27% -3.46% 3.46% 1.59%

Average 0.32% 1.72% 1.39% 13.73% 15.00% 4.12%

Improved Efficiency and ExperienceService Level vs. Occupancy

Significant improvements in Service Levels and Occupancy even during peak periods

Increasing Customer ExperienceService Level and ASA Distribution

Improved customer experience consistency

Optum ROI

WFM with spreadsheet LT planning

WFM with engineered LT planning

• Consistent customer experience

• No over-staffing bias and just-in-time staffing

• Unparalleled executive-level contact center analyses and better understanding of the trade-offs associated with network decisions

Benefits

Decisions’ customers typically see a reduction in agent paid hours (5-10%)

Contact Us!

Ric Kosiba

Ric.Kosiba@Genesys.com

410-562-1217

… if you would like a copy of the slides or to see a quick Decisions demonstration

Stop by our booth for a cool t-shirt (while supplies last!!)