1. What are the service management characteristics of the CSR job? 2. Define the mission statement and...
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2. Define the mission statement and strategy of the Help Desk contact center? Why is the Help desk important? Who are its customers?
3. How would you handle the customer affected by the inaccurate stock price in the banks trust account system? Passive or pro-active approach? Justify your answer.
4. Using the data on Call Volume in the accompanying table, how would you forecast short-term demand?
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1 The best way to answer this question is to ask students especially ones who have worked in a call center Make sure students realize when they are interacting with a call center such as when getting ...View the full answer
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Related Book For
OM operations management
ISBN: 978-1285451374
5th edition
Authors: David Alan Collier, James R. Evans
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