Team Exercise
Weighing the Trade-Offs
The Situation
Able Systems is a software company specializing in technology solutions for the food industry, including supermarkets and restaurants. All of your customers are located in the United States and operate nearly 24 hours a day. You provide excellent phone support for customers who have an issue, but your expenses are increasing and you’re looking for ways to contain costs.
The Dilemma
Able Systems has tried to stem escalating phone support costs by limiting the number of specialists working on each shift, but long wait times have angered customers. Because of the technical and problem-solving skills needed to provide remote support, hiring less-qualified employees is just not an option. You’re ...
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