Question: BankUSA: Forecasting Help Desk Demand by Day, Chapter 9 , pages 2 7 9 - 2 8 0 Case Questions What are the service management

BankUSA: Forecasting Help Desk Demand by Day, Chapter

9,

pages

279 - 280

Case Questions What are the service management characteristics of the CSR job?Define the mission statement and strategy of the Help Desk. Why is the Help Desk important? Who are its customers?How would you handle the customer affected by the inaccurate stock price in the banks trust

account system? Would you take a passive or proactive approach? Justify your answer.Using the data on call volume in the table, how would you forecast short

-

term demand?

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