9LGHR $GYRFDWLQJIRUWKH&RQWDFW&HQWHU %H\RQG&RVW0HWULFV ҮŋǻŽʢұʔ҃ʢǻdž҃ˑŽȮʰdž҃Ǫɔʆ҃ʢǻdž҃ƢʆŽɅƷ҃ŽɅƷ҃ʢǻdž҃ƫɔȿɾŽɅˢҏ҃ ŽɅƷ҃ǻɔ˖҃Ʒɔ҃ˢɔʰ҃ƢŽƫȥ҃ʢǻŽʢ҃ʰɾ҃ʢǻʆɔʰǬǻɔʰʢ҃ʢǻdž҃ ƫɔɅʢŽƫʢ҃ƫdžɅʢdžʆҕ҃†ʔ҃Ȉʢ҃Ȟʰʔʢ҃ƫɔʔʢ҃ʔŽˑȈɅǬʔҏ҃ɔʆ҃Ȉʔ҃Ȉʢ҃ŽƢɔʰʢ҃ ȈȿɾʆɔˑȈɅǬ҃ȮɔˢŽȮʢˢҏ҃džɅǻŽɅƫȈɅǬ҃ƢʆŽɅƷȈɅǬҏ҃ŽˑɔȈƷȈɅǬ҃ ʆdžɾʰʢŽʢȈɔɅŽȮ҃ʆȈʔȥҏ҃ŽɅƷ҃ɾʆdžˑdžɅʢȈɅǬ҃ɾʰƢȮȈƫ҃ƷŽȿŽǬdžҕ҃ -ǻŽɅǬȈɅǬ҃ʢǻdž҃ʢɔɅdž҃ɔǪ҃ʢǻdž҃ƫɔɅˑdžʆʔŽʢȈɔɅ҃Ȉʔ҃ʆdžŽȮȮˢ҃ ȈȿɾɔʆʢŽɅʢҎү Ҟ҂·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 12 Page 14