Forecaster in workforce department on 12-17 in Cayce office was given project to calculate call volume over the next 3 to 6 months accounting for less customer service reps, BUT higher forecasted AHT (average handle time, which if high usually means more agents have to be hired, but not in this case). You know what that means. Layoffs. Dominion will absorb Sce&g's call volume - that's where the "new" agents will come from.
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Thank you for sharing.