Zeng, Amy Z.
The goal of this project was to establish a process for data tracking to be used by the Operations Support Group for the call centers at Staples, Inc. We found that the existing process was inaccurate and inefficient, and created a new method to track incoming volume of work and to evaluate individual agent productivity. We also analyzed the data to determine the current productivity of the agents, and developed a baseline by which future performance should be measured.
Worcester Polytechnic Institute
Major Qualifying Project
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