Richard Sykora (Sr Manager Support Operations, Blackbaud)
Date: Wednesday, November 10
Time: 11:35am - 12:35pm
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!
Track: Optimizing the Support Organization
Session Type: Case Study
Vault Recording: TBD
Audience Level: Intermediate/Advanced
Support leaders need every tool in their toolbox to effectively manage and plan for the future needs of their support organizations. There's a delicate balance between meeting staffing needs, allowing for scalability during seasonality needs, and being fiscally responsible. A capacity model goes beyond your typical workforce management staffing model. In this session, Rich Sykora will identify the different elements to a capacity model and explain how to use it to plan for future needs while giving you the flexibility to adjust for ever-changing operational needs and expectations.