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Call Center Staffing Models

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    Schuette
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    We have a very small call center (18 agents) that support our internal associates (ie payroll, benefits, etc) for a large retailer.
    Could anyone provide any direction on sources or models to leverage for a fairly simple call center environment. We do not have a very robuts CRM system but enough for us to know ASA, Aux, Talk Time etc.
    Thanks
    James

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