9LGHR (IIHFWLYH7UDLQLQJ%RRVWV$JHQW (QJDJHPHQWDQG5HGXFHV7XUQRYHU&RVWV ҮÌɅdž҃ɔǪ҃ʢǻdž҃ʢǻȈɅǬʔ҃ʢǻŽʢ҃Ǭdžʢʔ҃ȿȈʔʔdžƷ҃ȈɅ҃ŽȮȮ҃ʢǻdž҃ʢŽȮȥ҃ ŽƢɔʰʢ҃džȿɾȮɔˢdždž҃džɅǬŽǬdžȿdžɅʢ҃ŽɅƷ҃džȿɾȮɔˢdždž҃ ŽʢʢȈʢʰƷdž҃Ȉʔ҃ʢǻdž҃ȈȿɾɔʆʢŽɅƫdž҃ɔǪ҃ʢʆŽȈɅȈɅǬ҃ɾdžɔɾȮdž҃ ɾʆɔɾdžʆȮˢ҃ŽɅƷ҃džʄʰȈɾɾȈɅǬ҃ʢǻdžȿ҃˖Ȉʢǻ҃ʢǻdž҃ʆȈǬǻʢ҃ʔȥȈȮȮʔ҃ʔɔ҃ ʢǻdžˢ҃ƫŽɅ҃ǻdžȮɾ҃ɔʢǻdžʆʔҎү Ҟ҂·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 15 Page 17