In part one of this blog, we learned about the first four steps about configuring Agent capacity function. These first four steps were

​Smart marketers know that delivering personalised, contextual timely and relevant offers yield better Return on Investment (ROI). It also enhances customer engagement and improves loyalty. Agent Capacity function in Contact Optimization helps marketers segregate high value consumers and extend more relevant offers that leads to a better rate of conversion. It also helps to prevent contact fatigue, and problems arising out of conflicting offers.