9LGHR /HYHUDJLQJ'DWDWR(QKDQFH &XVWRPHU([SHULHQFHDQG(IILFLHQF\ ҮndžʢʢȈɅǬ҃ƢŽƫȥ҃ʢɔ҃ǻɔ˖҃ȿʰƫǻ҃ˑŽȮʰŽƢȮdž҃ƷŽʢŽ҃ʢǻdžʆdž҃Ȉʔ҃ Ǫʆɔȿ҃ˢɔʰʆ҃ǪʆɔɅʢȮȈɅdžҏ҃ˢɔʰ҃ƫŽɅ҃ŽƫʢʰŽȮȮˢ҃ʔʢʆdžŽȿ҃ ɔɾdžʆŽʢȈɔɅʔҏ҃Ʌɔʢ҃Ȟʰʔʢ҃ȈɅ҃ʢǻdž҃ƫɔɅʢŽƫʢ҃ƫdžɅʢdžʆҏ҃Ƣʰʢ҃ŽȮʔɔ҃ ȈɅ҃ȿŽʆȥdžʢȈɅǬҏ҃ʔǻȈɾɾȈɅǬҏ҃ƢȈȮȮȈɅǬҏ҃ǪʰȮ̅ȮȮȿdžɅʢҏ҃ŽɅƷ҃džˑdžɅ҃ ȈɅ҃Ž҃ʆdžʢŽȈȮ҃ƫǻŽȈɅҎ҃ėǻdžʔdž҃ŽʆdžŽʔ҃ƫŽɅ҃Ƣdž҃ȈȿɾʆɔˑdžƷҏ҃ ˖ǻȈƫǻ҃ƢʰȈȮƷʔ҃džǪ̅ƫȈdžɅƫˢ҃ŽɅƷ҃ʔŽˑdžʔ҃ȿɔɅdžˢҎү Ҟ҂·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 14 Page 16