www.promodel.com 1-888-900-3090 | saleshelp@promodel.com Huntsville Utilities Optimizes Staffing and Improves Call Center Performance CHALLENGES Huntsville Utilities, a city owned utilities company in Huntsville Alabama, provides water, gas and electricity to over 180,000 customers covering 330,000 meters in Madison County and parts of Marshall and Limestone. Huntsville Utilities maintains a call center staff of over 31 personnel. Even with 31 FTEs, average wait time for calls was well over one minute. The Utility was not satisfied with that level of service. They wanted a tool that would allow them to take into consideration various skill levels for different queues, and other options, like part-time and wheel scheduling in an experimental way. They wanted to tes

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