9LGHR 7UDQVIRUPLQJ&RQWDFW&HQWHUVWR 9DOXH&HQWHUV7KURXJK6WUDWHJLF8SVHOOLQJ ҮÌɅdž҃ɔǪ҃ʢǻdž҃dž˟ŽȿɾȮdžʔ҃ɔǪ҃Ž҃ƫɔɅʢŽƫʢ҃ƫdžɅʢdžʆ҃ʔǻȈǪʢȈɅǬ҃ Ǫʆɔȿ҃Ž҃ƫɔʔʢ҃ƫdžɅʢdžʆ҃ʢɔ҃Ž҃ˑŽȮʰdž҃ƫdžɅʢdžʆ҃Ȉʔ҃ŽɾɾʆɔɾʆȈŽʢdž҃ ʰɾʔdžȮȮȈɅǬҎ҃ėǻȈʔ҃ȈɅˑɔȮˑdžʔ҃džɅǬŽǬȈɅǬ҃˖Ȉʢǻ҃ƫʰʔʢɔȿdžʆʔҏ҃ ǻdžȮɾȈɅǬ҃ʢǻdžȿ҃˖Ȉʢǻ҃ŽɅ҃Ȉʔʔʰdžҏ҃ƢʰȈȮƷȈɅǬ҃ǬɔɔƷ˖ȈȮȮ҃ŽɅƷ҃ ȮɔˢŽȮʢˢҏ҃ŽɅƷ҃ʢǻdžɅ҃ɾɔȈɅʢȈɅǬ҃ɔʰʢ҃˖Žˢʔ҃ʢǻdž҃ƫʰʔʢɔȿdžʆ҃ ƫŽɅ҃džȈʢǻdžʆ҃ʔŽˑdž҃ȿɔɅdžˢ҃ɔʆ҃ȿŽȥdž҃Ƣdžʢʢdžʆ҃ʰʔdž҃ɔǪ҃Ž҃ ɾʆɔƷʰƫʢҎү ҟ҃·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 13 Page 15