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"Improving Contact Center Productivity through Optimized Workforce Management: A Real-World Case Study"
by Dr. Jon Anton, Purdue University Center for Customer-Driven Quality - Scott Davis, Director of Product Validation
Benchmark Portal, Inc.
This case study was the result of an effort to determine the impact that workforce management had on operating costs, customer (hereinafter, "member") satisfaction, call handling times, and loan counselor (hereinafter, "CSR") performance, and to calculate the financial value Navy Federal Credit Union realized by implementing the Maxima System from Pipkins.
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