Already have an account? Get multiple benefits of using own account!
Login in your account..!
Remember me
Don't have an account? Create your account in less than a minutes,
Forgot password? how can I recover my password now!
Enter right registered email to receive password!
Hypothesis testing Context:?
Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You've conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).
Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR's with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR's or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR's based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.
Instructions:
Access the Call Center Waiting Time file.
https://myresource.phoenix.edu/secure/resource/DAT565v3/DAT565_v3_Call%20Center%20Waiting%20Time_AccurateSpreadsheet.xlsx
Each row in the database corresponds to a different call. The column variables are as follows:
Conduct a mini Strategic Audit on e-company
You want to change the boot order of your laptop running Windows 8 so it will boot from a USB disk. Where can you reconfigure this?
What is the major difference between a travel agency's income statement and the income statement of non-service businesses? What is the California Seller of Travel Law? What does it mean for the home-based agent?
Conduct a Political, Economic, Social, and Technological (PEST) analysis. Conduct an environmental analysis. List and describe the 6-step sequential process of strategic planning.
How connected are international oil markets? Also how connected are global financial markets What is the inter-relationships of the rise and fall of financial
Define the Five-Step Marketing Research Approach and discuss the importance of research in marketing.
Prices should reflect the value that consumers are willing to pay versus Prices should primarily just reflect
The United States was founded on ideals of justice and equality. The Declaration of Independence proclaimed that "all men are created equal," yet individuals such as African Americans and women were not afforded this equality. Examine whether just..
Billy worked for Illinois Community Services. One of Billy's co-workers, Lisa, routinely engaged in extreme sexual behavior in Billy's presence
Identify Caterpillar Inc.'s short-term versus long term goals. how mergers and acquisitions in past 5 years have contributed to Caterpillar Inc.'s performance.
Using a Web source, such as Yahoo! FinanceLinks to an external site. or www.Nasdaq.comLinks to an external site. to obtain the current stock price of Gogo Inc.
The inventory balance at the beginning of the year was $199,000. If the cost of goods sold for the year was $472,000, then the inventory turnover for the year
Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!
whatsapp: +1-415-670-9521
Phone: +1-415-670-9521
Email: [email protected]
All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd