사례연구/금융.병원.콜센터
2010/05/20 00:11
Alliance & Leicester.pdfCustomer contact centres are critical to Alliance & Leicester’s strategy. Maintaining excellence at 6 primary sites with more than 2000 agents, and correctly routing calls is challenging! Alliance & Leicester explain how they changed call routing
and skill balances to optimise customer service excellence. Using simulation, they modelled changes within a risk-free environment, allowing them to understand and explore complexities.
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simulation
