Capacity Planning Modules

Learn how capacity models fit into the planning cycle and how this helps influence budget decisions and support implementation of strategy by linking commercial plans to resourcing.

Operating models, routing strategies and skill design - Module 2

Published on 13 November 2020

Operating models, routing strategies and skill design - Module 2

Module 2 - The conclusion of our module on call routing strategies.  In this module you will
 - Look at Call Purity vs Occupancy vs Specialisation
 - Learn how to use COS diagrams to illustrate the effects of routing plans
 - View the Routing Toolkit

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