9LGHR 5HIUDPLQJDQG7UDQVIRUPLQJ &RQWDFW&HQWHUVIURP&RVWWR9DOXH&HQWHUV Ү%džȈɅǬ҃ŽƢȮdž҃ʢɔ҃ʔɾdžŽȥ҃ʢǻŽʢ҃ȥȈɅƷ҃ɔǪ҃ȮŽɅǬʰŽǬdž҃ŽɅƷ҃ ʢʆŽɅʔȮŽʢdž҃˖ǻŽʢ҃ˢɔʰұʆdž҃ʔdždžȈɅǬ҃ȈɅ҃ʢǻdž҃ƫɔɅʢŽƫʢ҃ƫdžɅʢdžʆ҃ ȈɅʢɔ҃˖ǻŽʢ҃ʢǻdž҃-ҟʔʰȈʢdž҃ɅdždžƷʔ҃ʢɔ҃ǻdžŽʆҏ҃˖ǻȈƫǻ҃ȈɅƫȮʰƷdžʔ҃ ƢʰȈȮƷȈɅǬ҃ȮɔˢŽȮʢˢҏ҃džɅǬŽǬȈɅǬ҃ƫʰʔʢɔȿdžʆʔҏ҃ǬŽʢǻdžʆȈɅǬ҃ ȈɅʢdžȮȮȈǬdžɅƫdžҏ҃ŽɅƷ҃ȈȿɾʆɔˑȈɅǬ҃ƢʆŽɅƷ҃ɾɔʔȈʢȈɔɅȈɅǬҎ҃ ėǻdžʔdž҃Žʆdž҃ʢǻdž҃ȥȈɅƷʔ҃ɔǪ҃ʢǻȈɅǬʔ҃ʢǻŽʢ҃ʆdžʔʰȮʢ҃ȈɅ҃ ʆdžˑdžɅʰdžҎү Ҟ҂·†ŸH҂ÌŸ†
Mike Aoki - "How to Rebalance Your Contact Center for Success" Page 11 Page 13