Talkback is an interactive feature allowing you to post your reaction and opinion to the
Observations-on-Operations article,
Dividing Work for Increased Performance found
here.
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Summary:
Call centers function in a real-time environment but every call center has work to do that is not real-time. How do you effectively balance the real-time work from the work that needs to be done but just not right now? This requires some art and science to make it work successfully. Read our opinion and then take the opportunity to provide your own.
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