Business Driven Technology
7th Edition
ISBN: 9781259567322
Author: Paige Baltzan Instructor
Publisher: McGraw-Hill Education
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Chapter 11, Problem 4OC
Explanation of Solution
Explanation:
In a business model, it is very important to analyze the data. It is impossible to measure the success of customer satisfaction without using any metrics. Customer service metrics include:
- Cases that has been closed the same day:
- The issues regarding the automobile should be observed and resolved as early as possible.
- Number of the cases that are handled by agent:
- Some issues are handled by agents that should be known so that the risk of hampering the company’s reputation can be avoided.
- Number of service calls:
- The number of services calls should be recorded and the issues should be taken care.
- Average number of service requests by type:
- There are many types of service requests and each one is dealt in its own way...
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Chapter 11 Solutions
Business Driven Technology
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