Question

Monthly goals: calls per hour (calls/hr) ≥ 11,500, customer service score (cs score) ≥ 87, job satisfaction (job sat.) ≥ 92, escalations (esc.) ≤ 10, resolutions (res.) ≥ 91 which metric would you focus on improving?

Answer 1

Without current performance data for each metric, it is impossible to determine which metric should be focused on for improvement. The provided references deal with probability and utility, which do not directly correspond to performance metric improvement.

Step-by-step explanation:

The student's question asks which metric out of several related to customer service performance should be focused on for improvement. The metrics outlined include calls per hour, customer service score, job satisfaction, escalations, and resolutions. To answer this question, one would typically analyze current performance data against the stated goals. However, the provided information pertains to probability calculations and utility theory, which, while related to mathematics, do not directly address performance metrics improvement. To effectively answer the original question, specific data regarding the current performance levels of each metric would be required, but such information is not included in the references provided.

Given this limitation, we cannot definitively advise which metric to improve without further information. For better assistance, the student may need to provide current performance figures to determine which metric is falling short of the established goals.