Part II Probability

Chapter 7 Probability

Thousands of Customers Dial Toll-Free Telephone Numbers to Get Help.

The customer service agent who answers the phone in Bangalore, India, can solve most problems but not every one. The agent forwards hard calls to experienced agents back in the United States. Some days, every caller seems to need more help; on other days, every call seems to get an instant reply.

What’s going on? The number, timing, and questions of calls vary from day to day. This randomness complicates management’s decisions. Managers ...

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