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Top Three Investment Firm A world-class diversified investment, mutual fund, and brokerage firm wanted to better plan for seasonal contact volume spikes and be better prepared for unexpected volume changes. In addition, it needed to be able to more quickly answer its senior management's many "what-if" questions with confidence. It uses CenterBridge to develop the lowest cost staffing plan associated with its multiple volume "what-if" scenarios in just minutes. CenterBridge has given it the ability to consistently forecast service level months in the future within less than one percentage point error. In addition, it has saved over 4 % in staffing costs by striking the optimal balance between hiring new agents and using overtime to cover seasonal volume peaks. |
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