WEBINAR > SCENARIO MODELING
ON DEMAND
APRIL 2, 2025, 12:30 PM EST
Mastering What-If Scenario Modeling in Contact Center Capacity Planning
Session Outline
Are you still relying on outdated methods to manage your contact center’s capacity planning?
In this exclusive webinar, Ric Kosiba and Mark Alpern, two industry veterans with extensive experience in workforce management and contact center operations will share the critical importance of what-if scenario modeling and how it can help you mitigate risks, optimize staffing, control costs, and improve customer and employee experiences.
​​
What you will learn:
-
How what-if scenario modeling drives better decision-making
​
-
How to run effective what-if scenarios
​
-
Real-life case studies of organizations that leveraged scenario modeling to improve performance
​
-
Practical insights for better optimization of staffing and managing operational risks
​
-
Proven strategies to implement scenario modeling in your contact center
Key takeaways from the webinar
What-if scenarios drives smarter decisions
​
By modeling different scenarios, you can see the potential impact of staffing changes, demand shifts, and operational decisions—helping you build more resilient plans
Model the right scenarios
​​
Easily create and compare different staffing scenarios to determine the ideal resource model and make collective informed decisions
Technology is your ally
​​
Modern tools, like Cinareo, leverage automation and AI to simplify scenario modeling, making it easier to test multiple scenarios quickly and identify the optimal path forward
Don’t wait for a crisis to start​​
Even if you’re just starting out, building a habit of modeling scenarios—even on a small scale—can have an immediate impact on your contact center’s stability and performance.
Guest Speaker
Ric Kosiba is an expert in contact center operations with over 30 years of experience in workforce planning and optimization. As the founder of Bay Bridge Decision Technologies, he introduced innovative solutions that leveraged technology and advanced mathematical modelling to revolutionize capacity planning, transforming how companies can enhance their contact center operations. Ric has led teams across strategy, sales, and software development, growing his company into a multi-million-dollar business before its acquisition by Interactive Intelligence. His expertise and passion for enhancing contact center efficiency make him a sought-after voice in the industry.
Webinar Host
Mark Alpern brings over 30 years of experience in contact center consulting and management. As the co-founder of Cinareo, he developed a transformative SaaS platform for strategic capacity planning and decision-making. Mark has helped organizations optimize workforce management, financial planning, and customer experience through his innovative approaches to digital transformation. His work focuses on replacing traditional methods like spreadsheets with proactive, data-driven solutions, enabling companies to enhance productivity and reduce costs. Through Cinareo, Mark aims to provide a robust platform that addresses the complexities of capacity planning and offers actionable insights for improved operational efficiency.