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Strategic Planning Software a 'Must' in the Call Center

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Strategic Planning Software a 'Must' in the Call Center

October 12, 2010
By Stefania Viscusi
Assignment Desk Editor

With all the demands placed on todays contact center, the need for sufficient tools and best practices is greater than ever.

Not only are contact centers tasked with keeping costs low and customers happy, but successfully managing the forecasting, staffing and budgeting of a call center can become a cumbersome process without the right tools.

During a recent TMC (News - Alert) webinar, “Using Sophisticated Strategic Planning Software, Liberty Mutual discovers new opportunities,” officials from Bay Bridge (News - Alert) Decision Technologies and Liberty Mutual discussed how Liberty Mutual was able to leverage Bay Bridge’s offerings to learn more about their operations and how that knowledge lead to efficiency in both time and money.

Bay Bridge’s CenterBridge suite of software applications provides analytic and strategic performance so contact centers can be better staffed and improve their capital investment, risk management and strategic planning.

Patrick Flynn, Senior Forecast Analyst, Resource Management at Liberty Mutual Customer Response Center was joined by Dean Papadopoulos, CEO of Bay Bridge Decision Technologies during the event.

This is webinar was the 3rd session of Bay Bridge’s Strategic Planning Webinar series which also covered ways to stick to strategic plans, and how new technologies can help ensure plans go accordingly in the call center.

For more on session 3, check out the archived version of the Webinar HERE.

Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.

Edited by Stefania Viscusi
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