Contact Center Solutions Featured Article

BayBridge Addresses Strategic Planning for Contact Centers During Free Webinar Series

March 24, 2009

Live Webinar Series to be held on April 28, June 16 and October 6 via ContactCenterSolutions

NORWALK, CT (March 23, 2009) -- Technology Marketing Corporation (TMC),, a global integrated media company, announced today that Bay Bridge Decision Technologies has partnered with the TMC Webinar Team to present “Strategic Planning for Contact Centers,” a live, three-part series.

“Strategic Planning for Contact Centers” includes:
--“Strategic Planning for Contact Centers” on Tuesday, April 28, 2009 at 2 p.m. (EST)
--“Strategic Planning Technologies” on Tuesday, June 16, 2009 at 2 p.m. (EST)
--“The Optimal Strategic Planning Process” on Tuesday, October 6, 2009 at 2 p.m. (EST)
Ric Kosiba, Bay Bridge’s co-founder and president, and Erik Linask, TMC’s group managing editor, will present the series, which explores the “three legged stool” – people, technologies and processes that are necessary to ensure your organization is positioned to make the best strategic decisions for your contact center network

First in the series, scheduled for April 28th at 2 p.m. (EST) is “How Strategic Planning Mishaps Can Cost Your Organization Dearly (and You Might Not Even Realize It!).”
A common misperception among contact centers is that service failures are isolated events. In fact, the most severe service problems reflect analytic failures from months earlier – typically a failure in strategic planning. Problems with the strategic plan almost always lead to tactical “day-of” service nightmares, some of which can last for months.

In this Webinar, the importance of contact center strategic planning, how to avoid service failures, and tips for improving the strategic planning process will be discussed.

During the 60-minute presentation, attendees will learn more on critical security measures, including:

--Common strategic planning mistakes and how to avoid them;
--New planning technologies that allow analyses of all contact types;
--Mathematical models that are used to automate and optimize the planning process; and
--How automating and optimizing forecasting, staff planning, budget planning and variance analysis can lead to a truly dynamic planning and decision making process.
Recommended attendance for:
--Forecasting, finance, capacity planning, and call center analysts
--Operations executives
ContactCenterSolutions Webinars feature live, interactive presentations covering relevant topics, presented by top industry executives. Attendees watch and listen to the presentation as it happens over their computer, and have the opportunity to submit questions to the speaker(s) in real-time.
Register in advance for “Strategic Planning for Contact Centers” on Tuesday, April 28, 2009, “Strategic Planning Technologies” on Tuesday, June 16, 2009 and/or “The Optimal Strategic Planning Process” on Tuesday, October 6, 2009.
All ContactCenterSolutions Webinars are archived and available On-Demand for 18 months. Visit
Companies interested in sponsoring their own Webinar event can contact either Jim Spangenberg (companies beginning A-P or numbers) at 203-852-6800 x211 or by email at [email protected]; and Joe Fabiano (companies Q-Z) at 203-852-6800 x132 or by email at [email protected]
About TMC
Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN Magazine. ContactCenterSolutions, TMC's Web site, is the leading source of news and articles for the communications and technology industries. ContactCenterSolutions is read by two to three million unique visitors each month worldwide, according to Webtrends.  Ranked 2,724 by Quantcast, ContactCenterSolutions is in the top .03% most visited Web sites in the US. In addition, TMC produces ITEXPO, 4GWE Conference, Digium|Asterisk World and Communications Developer Conference.

For more information about TMC, visit
Jan Pierret
Marketing Manager
203-852-6800 ext. 228

Edited by Patrick Barnard