Contact Center Excellence 888-582-4548 / 920-427-2255 / www.lucilium.com / inquiry@lucilium.com Case Study Challenge Following a successful adoption of several new contact center technologies, the overall time to service customer requests started to plateau and degrade. After observing the situation it became evident that transactional business processes and the various corporate systems were inflating time. Staffing forecasts began to increase, and labor availability was already a challenge due to international growth. Effort A labor inflation assessment was conducted to determine root cause. Situational circumstances and process issues were categorized and studied. Each category was populated with time and frequency. V

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