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Welcome to the Webcast Auditorium!

03/05/2012    3:00 pm - 4:00 pm

Unconventional Wisdom - Breaking Free from Interval Planning Distortions



Presenters:
Paul Kasanda (L3 Prime)

The inventor of HD Forecasting and HD WFM discusses the events that lead to the formulation of the vision for HD planning and describes the differences that allow call centers to achieve break-through improvements when switching from legacy methods to the high definition model. The audience will see examples of call centers in distress and how specific interval based distortions got them there.

The speaker will de-mystify the Erlang method so that non-statisticians can easily understands its origins and how the age-old limitations are easily overcome.

This is a session for call center strategists who want to equip themselves to move any call center past its current dilemmas and on to the edge of efficiency. The inventor of HD Forecasting and HD WFM discusses the events that lead to the formulation of the vision for HD planning and describes the differences that allow call centers to achieve break-through improvements when switching from legacy methods to the high definition model. The audience will learn how to identify where their own call center’s effectiveness may be undermined and how to turn the page.

Before and after pictures of call centers that migrated from legacy methods to HD methods are shown and the modernization process is discussed.

The speaker also illustrates how reliance on interval based performance measures can produce flawed call center strategies, diminished revenue and escalation of costs. The concept of capacity based measurement risks are introduced and explained.

Opportunities to simultaneously improve service levels, wait times, talk times, labor productivity, customer happiness, agent satisfaction, revenue and profitability are discussed and illustrated through real life data and success stories.

Whether you are seeking new efficiencies or currently believe your call center is operating at peak efficiency, this session is an eye-opening exposé on what to do and what not to do when reaching for the top.

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