January 2017
Beginner
882 pages
203h 41m
English
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 ...
Read now
Unlock full access