Mike Thor must analyze the results 25,075 outgoing telephone calls placed to 145 telephone requests for 4-week period. Although many of the phone reps to be rewarded for outstanding performance, the call center is generally ineffective. Head Mike asked him to see if he can learn from the data. "Hide
by Phillip E. Pfeifer, William Scherer, Douglas Fuller Source: Darden School of Business 7 pages. Publication Date: February 9, 2006. Prod. #: UV1455-PDF-ENG
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