A Customer Support Call Center Grades Their Employees on How

question 66

Essay

A customer support call center grades their employees on how quickly they resolve customer problems (average call time) and how many times the customer request escalates to the point that a supervisor must be summoned to resolve the dispute. What might an employee do to perform well on these metrics without actually providing good customer service? What could management do to prevent such behaviors?

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Definitions:

Cyclic Breast Changes

Normal changes in the size, shape, and feel of the breasts related to the menstrual cycle, often resulting in tenderness or lumpiness.

Benign Breast Disease

Non-cancerous conditions of the breast that can cause lumps, pain, or other symptoms.

Triple Negative Breast Cancer

A type of breast cancer characterized by the absence of three receptors known to fuel most breast cancer growth—estrogen, progesterone, and HER2/neu.

BRCA1 And BRCA2

Genes known to increase the risk of breast and ovarian cancer when mutations are present.