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CCC Forum Key Performance Areas - Level 1 Workforce Management
Mix of medias (means) (1 viewing) (1) Guest
Workforce Management
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TOPIC: Mix of medias (means)
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Redtail (Visitor)
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Mix of medias (means) 4 Months, 1 Week ago  
With all the different new means of contacting us (IMs, emails, phone, etc.), how do I determine which agents hould handle which kinds of contacts? I'd like to think that all my people were equally skilled in all areas, but that's just not the case. Any suggestions for balancing knowledge and a particular knack for a particular medium?
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Mix of medias (means)
Redtail 2008/08/28 13:20
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Maxim 2008/08/28 13:21
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bakerdi 2008/08/28 13:23
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Pawlaski 2008/08/28 13:24
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Melissa 2008/08/28 13:26
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