Question: Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to translate the VOC data

Starting a project focused on customer complaint resolution speed, a team collected voice of the customer. A crucial step is to translate the VOC data into measurable items. For such purposes, the team set up a CTQ tree. Below you have an excerpt of the tree. Looking at the excerpt, what can you conclude? Resolution turnaround time is a performance driver To improve the VOC, you need to address call handling time XYZ is a requirement to achieve the voice of the customer Taking too long for resolution is the critical customer need

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