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Executive Summary Of Anlysis Of Microsoft Call Center Performance

Description: As a new analyst at an IT support call center. The call center manager has asked to prepare an analysis of 4th quarter call center performance. Before digging into the data, read at least three rec...

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As a new analyst at an IT support call center. The call center manager has asked to prepare an analysis of 4th quarter call center performance. Before digging into the data, read at least three recent articles on call center metrics. In the analysis, I have considered performance for important dimensions (e.g., time, customer) based on reading and common sense. Also, develop a list of important metrics for which the call center should be gathering data.