Question: Case Study Quest Diagnostics (A): Improving Performance at the Call Centers Authors: Zeynep Ton; Cate Reavis Analyse the situation/issues clearly and ask yourself the following

Case Study

Quest Diagnostics (A): Improving Performance at the Call Centers

Authors: Zeynep Ton; Cate Reavis

Analyse the situation/issues clearly and ask yourself the following questions:

1- What solutions are suggested/supported by research?

2- What are the legal and ethical considerations?

3- What would be my role?

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