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MI & Insight Modules

Learn the best practice principles to help you move from data, through analysis to providing actionable insight which is in demand across your business. 

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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