The New Age of Strategic Planning in the Contact Center

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Presented by

Mary Gardiner, Western Regional Sales Manager, Bay Bridge Decision Technologies

About this talk

Are you using out-dated technologies to complete your strategic plans? Excel and Erlang – were great back in their time. But new technologies have emerged. Technologies that are built to handle the kind of complex contact center you’re responsible for. These Strategic Planning Systems use simulation and automation to formulate the right strategic plan. An accurate and long-term plan that will adjust to sudden changes in your contact center environment. A plan you and your leadership team can trust. In this session, Mary Gardiner from Bay Bridge Decision Technologies discuss: •The difference between WFM and strategic planning •Challenges in using WFM for strategic planning •Trends driving the adoption of Contact Center Strategic Planning

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