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Problem: Call volume that spikes from 60 calls per day during non-peak season to 60,000 calls per day during the holiday rush.
Solution: Use metrics and flexible-scheduling techniques to help achieve agent efficiency without overstaffing.
Results: 97-percent call center service levels and 90-percent agent-utilization rates maintained throughout most of the rush.
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- Companies:
- Figi's
Reported Donna Loyle
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