This eye-opening seminar unlocks the secrets of harnessing service level and quality.  Taught by Brad Cleveland, a prominent author and consultant, this lively course is a must for directors, managers, analysts and those in support positions. In step-by-step format, you’ll learn fundamental dynamics behind between service level, occupancy, service level, trunkload and staff requirements – and what it takes to put it all together to create a quality experience for customers. Whether you are a new manager or a veteran in search of a dependable refresher, this session provides the knowledge and confidence you need to excel in today’s demanding moment-by-moment customer contact environment.