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Session 504: The Capacity Model: Go Beyond the Daily Schedule

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.