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September 2011 | "The Bridge"
https://bbdtnewsletter.wordpress.com/2011/10/05/september-2011-2
November 2011 →. October 5, 2011. Planning for Multiple Contact Types, Email, Chat, Phone, and Back Office. Tuesday, October 25th, 2011. One of the benefits (or problems, depending on your point of view) with being good at your job is that you often get more jobs to do! Because of all of the good workforce managers have done, they’re being asked to do much more: produce capacity plans for, not only inbound calls, but back-office functions, instant messaging, outbound calls, and email. Over the last ten y...