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Multi-Skill Workforce Management Delivers Flexibility

August 27, 2009 Multi-Skill Workforce Management Delivers Flexibility By Susan J. Campbell, TMCnet Contributing Editor Call centers can only be successful if they can also be flexible. As a result, vendors who can offer solutions that contribute to the flexibility of the call center are sure to garner attention. When the flexible solution pertains to the most costly area in the call center – its agents – the...