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Home arrow Business Tips arrow Skill Mix Optimization For Contact Centers - Where Is The Breaking Point?
Saturday, 26 July 2008
 
 

Skill Mix Optimization For Contact Centers - Where Is The Breaking Point?

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Skill Mix Optimization For Contact Centers - Where Is The Breaking Point?

Contact centers must determine the optimal mix of skills to enhance productivity without degrading effectiveness. Representatives perform a peak productivity with functional specialization, but multi-function centers can improve queue distribution and reduce peak loading. A few of the central trade-off issues are considered and deeper analysis is recommended.
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