Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds).
paper 1
Your paper should include quotations from Wallace’s “Tense Present: Democracy, English, and the Wars over Usage” as well as at least one additional source from the UCC Library databases. Cite each source using the MLA Style. Paper should be at least 900 words, double...