Question: Question 11: Which metric would you focus on improving? Please show your work Calls/Hr CS Score Es Job Sat. Res. Calls per Hour (Calls/Hr) >=

Question 11: Which metric would you focus on improving? Please show your work

Calls/Hr
CS Score
Es
Job Sat.
Res.

Question 11: Which metric would you focus on

Calls per Hour (Calls/Hr) >= 13,500;

Customer Service (CS) Score >= 86%;

Job Satisfaction (Job Sat.) >= 84;

Escalations (Esc.)

Resolutions (Res.) >= 97%

Monthly Customer Service (CS).Metrics CS Month Calls/Hr Score Job Sat. Esc. Res. 1 |14,478 187% 82 (11% |84% 12 N 14,123 187% 82 12% 91% 3 13,944 90% 85 |14% 83% 14 12,138 91% 86 15% 191% 15 11,170 93% 88 (11% 185% 16 10,773 195% 190 9% 92%

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