9LGHR %DODQFLQJ(IILFLHQF\DQG (IIHFWLYHQHVVLQ&XVWRPHU6HUYLFH ҮȮȮ҃ʢǻdž҃ʢɔɔȮʔ҃ȈɅ҃ʢǻdž҃˖ɔʆȮƷҡ†ҏ҃ȥɅɔ˖ȮdžƷǬdž҃ ƢŽʔdžʔҡŽʆdž҃ʢǻdžʆdž҃ʢɔ҃džɅŽƢȮdž҃ŽɅƷ҃ǻdžȮɾ҃ˢɔʰʆ҃ ƫʰʔʢɔȿdžʆʔҏ҃Ȟʰʔʢ҃Žʔ҃ʢǻdž҃ɾdžɔɾȮdž҃Žʆdž҃Žʔ҃˖džȮȮҎү Ҟ҂·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 16 Page 18