Bay Bridge Contact Center Software Upgraded

Bay Bridge Decision Technologies®, the industry’s leading contact center strategic planning company, announced new enhancements to CenterBridge’s sensitivity analysis module to provide increased flexibility, customization, and analysis.

CenterBridge’s Sensitivity Analysis module is used to graphically view how sensitive the call center operation is to fluctuation in performance drivers such as staffing levels, AHT, and call volumes.

It also illustrates the impact of changes to key performance indicators, and identify risks associated with changes in the business environment.

Ric Kosiba, President, Bay Bridge Decision Technologies, commented:

“CenterBridge’s new sensitivity analysis module answers critical executive-level questions accurately and in seconds. For example, what happens to occupancy if average handle time changes? What will happen to service-levels if call volumes change? What are the costs associated with service goal changes? How many staff are required as call volumes change? Instantaneously understanding the relationship between contact center performance and the operation’s performance drivers is a great technological leap.”

Recent enhancements allow CenterBridge users to customize a chart’s appearance to meet presentation and brand standards within the organization.

CenterBridge users’ can create graphs with multiple contact types or contact groups, open multiple sensitivity analysis windows simultaneously, create charts spanning multiple date ranges, and graph staffing requirement impacts.

In addition, the new features include privacy settings allowing charts to be shared only with appropriate parties. 

About Bay Bridge
 

Bay Bridge Decision Technologies provides strategic analytic and long-term planning solutions to the customer contact industry. Bay Bridge’s CenterBridge suite of software applications support the executive analytics and strategic performance management needs of companies seeking innovative strategies for managing their complex customer contact centers, branch locations, and processing organizations.
For additional information about this or our other CenterBridge applications, please visit our website at www.baybridgetech.com or email us at info@baybridgetech.com..
 

Read more customer service news