There's been holiday-hangover lag in getting my latest analysis posted on Exony's website, but that's been fixed now. Contributing to this is their site refresh, which I quite like - you be the judge.
Regarding service levels, my previous writeup focused more broadly on the topic, whereas this one takes a closer look at the implications when following the hosted or virtual model for running a contact center. I welcome you to give it a read here, and would love to hear your thoughts. Until then, I'm working now on my next topic in this space - outsourcing - so look for a new writeup on that very soon.
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