Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling

Date Aired: January 23, 2019
Time: 2 pm ET
Speakers: Vicki Herrell , Ric Kosiba , Steve Kosiba
Moderators: Erica Marois

Watch the webinar video below.

Improve the building blocks of WFM, scheduling and long and short-term forecasting, using machine learning and cloud computing.

When asked to share their most daunting challenges, contact center leaders in the ICMI community listed hiring, scheduling, and long-term planning at the top of the list. Can you relate?

Join this webinar to learn how you can improve the building blocks of WFM, scheduling and long and short-term forecasting, using machine learning and cloud computing. These new processes improve accuracy and dramatically improve solve times, hinting at a new class of contact center WFM analytics, which will improve WFM efficiency and agent engagement.

If you're ready to transform your planning and scheduling process, you don't want to miss this complimentary webinar in partnership with Genesys and The Society for Workforce Planning Professionals (SWPP).

During this webinar, you will learn:

  • What's next for contact center WFM, from spreadsheets to AI and everything in between
  • Innovative scheduling techniques that can boost agent engagement and productivity
  • How to reduce staffing costs without sacrificing quality
  • How to improve long-range contact center forecasting

Join us for an interactive and informative hour, complete with practical tips and a live audience Q&A.


Reserve your spot!

Vicki Herrell, SWPP
Vicki Herrell
Executive Director, Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC)
Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC) and has been at the helm of both associations since their inception. Vicki has over 20 years of experience in the call center and workforce management industry, serving for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in workforce management. She is the editor of the newsletters for both associations and the Workforce Management Expert Solutions book. She may be reached at
Ric Kosiba
Vice President of Workforce Systems, Genesys

Ric Kosiba is vice president of Workforce Systems at Genesys. In this capacity he is responsible for development of all workforce management related systems, including all WFM products, Decisions, and Performance DNA.

He founded the company, Bay Bridge Decision Technologies, in 2000 that was acquired by Genesys in 2016. Ric has been involved in the call center industry 25+ years and still enjoys working with clients and helping companies improve through math modeling. He holds an M.S.C.E., B.S.C.E., and Ph.D. in Operations Research and Engineering from Purdue University (Boiler Up!) and holds six contact center analytic patents.

He thoroughly enjoys working with the brilliant Genesys development and operations research teams, enjoys the pace of innovation at Genesys, and enjoys rolling out cool new features.  He is a regular speaker at contact center events.

Ric resides in Maryland with his wife, Karin, and four children, Chris, Kate, Carrie, and Kelsie. He loves being a dad and enjoys coaching his kid’s football, basketball and lacrosse teams.

Steve Kosiba
Product Marketing Manager, WFO and Decisions, Genesys

Steve Kosiba is the Product Marketing Manager for Workforce Optimization and Decisions at Genesys, supporting workforce engagement solutions across the Genesys portfolio. Steve has a diverse marketing background, including public relations, advertising, market analysis and lead generation.

Steve resides in Indiana with his wife, Amanda and teenagers Molly and Jack. He enjoys heirloom vegetable gardening and gourmet cooking.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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Topics: Workforce Management