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The New Age of Strategic Planning in the Contact Center

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
Recorded May 4 2010 19 mins
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Presented by
Mary Gardiner, Western Regional Sales Manager, Bay Bridge Decision Technologies
Presentation preview: The New Age of Strategic Planning in the Contact Center

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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: The New Age of Strategic Planning in the Contact Center
  • Live at: May 4 2010 3:00 am
  • Presented by: Mary Gardiner, Western Regional Sales Manager, Bay Bridge Decision Technologies
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