Read Forecasting Help Desk Demand by Day case study on textbook pages 200-201 and prepare the four case questions for class discussion.

a. What are the service management characteristics of the CSR job?

b. Define the mission statement and strategy of the Help Desk contact center? Why is the Help desk important? Who are its customers?

c. How would you handle the customer affected by the inaccurate stock price in the banks trust account system? Passive or pro-active approach? Justify your answer.

d. Using the data on Call Volume in the accompanying table, how would you forecast short-term demand