Question: Case study Quest Diagnostics (A): Improving Performance at the Call Centers Zeynep Ton and Cate Reavis. what is the key issue ? what is the

Case study Quest Diagnostics (A): Improving Performance at the Call Centers Zeynep Ton and Cate Reavis.

what is the key issue ?

what is the main problem ?

why have these arisen ?

what would happen if nothing were done ?

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