Operational Effectiveness & Real-Time Modules

Develop a deep understanding of Real-Time and establish key operating principles to be better prepared prior to the day, more effective on-the-day and capture understanding and learning.

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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