Case: Runners Edge$-$Call Center Process Analysis Introduction Steve WattersonVice President of Operations for Runners Edge $,$ is concerned about their call performance Mr$.$ Watterson has just finished reading a report prepared by a consultant who has conducted interviews with $200$ customers that had contacted the Runners Edge call center. The study was conducted over four weeks using data generated from call reportsEdge offers a complete line of athletic shoe products that are distributed throughout $.$ The customer service representatives $($CSRs$)$ at the call center are trained in how to assist the customer to select exactly the correct shoe to match his or her and to properly the shoe to the customer. It is thought that this attention to satisfying the customer is important to the success of the online business