9LGHR 7KH,UUHSODFHDEOH9DOXHRIWKH/LYH $JHQWYV$, ҮHˑdžɅ҃ȈǪ҃ˢɔʰ҃ƫŽɅ҃džǪ̅ƫȈdžɅʢȮˢ҃ǻŽɅƷȮdž҃džˑdžʆˢʢǻȈɅǬ҃˖Ȉʢǻ҃ †ҏ҃ˢɔʰҷȮȮ҃ʔʢȈȮȮ҃ǻŽˑdž҃ʔɔȿdž҃ƫʰʔʢɔȿdžʆʔ҃˖ǻɔ҃ƷɔɅұʢ҃˖ŽɅʢ҃ ʢɔ҃ʔɾdžŽȥ҃ʢɔ҃Ž҃ǻʰȿŽɅҏ҃Ȟʰʔʢ҃ƢdžƫŽʰʔdžҎ҃Ċɔҏ҃Ȉʢ҃˖ȈȮȮ҃ ʆdžȿŽȈɅ҃ŽɅ҃ȈʔʔʰdžҎү Ҟ҂·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 8 Page 10