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Optimal Design Manifest is a practical 'hands-on' book that presents a strategic Performance Based Model that can be designed and implemented within a minimal time-frame for maximum benefit. The book challenges conventional wisdom and the generic approaches currently embraced by Contact Center Organizations by presenting a methodology which reflects a process of reverse engineering optimal performance targets (and desired outcomes) in order to establish clear and achievable objectives that EVERY Contact Center department will understand, embrace, commit to and work collectively towards accomplishing.