Challenges faced by the Help Desk at BankUSA

PART 1 PLEASE RESPOND IN 275 WORDS ORIGINAL WORK, NO PLAGIARISM, 1 REFERENCE

“BankUSA” Please respond to the following:

• From the second case study, determine the challenges faced by the Help Desk at BankUSA and suggest strategies to mitigate them.
• Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models. Support your position.

  PART 2 PLEASE RESPOND AND COMENT TO THIS DISCUSSION NO LESS THE 175 WORDS BASE ON 1 CREDIBLE RESORCE

  •        From the second case study, determine the challenges faced by the Help Desk at BankUSA and suggest strategies to mitigate them.Working in customer service or a call center can be very stressful, especially when you’re being asked to make sure you keep calls down to a certain time frame. When customers call into a call center for assistance and depending on the mood of the customer and what the customers is calling about can make calls take longer than required. I wouldn’t look at how long the call takes I would look at making sure the problem is resolved the first time. I would make sure that each customer service representative is experienced and has the right training to answer any questions that come through the helpdesk. They should be knowledgeable of the company’s corporate strategy, goals and overall mission of where the company is headed.

• Using the data on call volume in the case, select a forecasting model to forecast the short-term demand. Justify why this model was selected over other forecasting models. Support your position. I would choose the statistical forecasting model, because, statistical methods can be categorized as time-series methods, that can extrapolate historical time-series data. (Collier & Evans, 2013 page 234)  To get a good statistical analysis you need a call by call or record of detail event history. You can calculate a simple summary of how long it took the call to be answered, and how long it took the representative to resolve the call. Like the simple moving average, it calculates the random fluctuations in a time series and it would work with the data in the case study because the number of calls that are taken are fluctuating up and down each week

    APA FORMAT, ORIGINAL WORK, NO PLAGIARISM, 1 REFERENCE PARTS, PART 1 PLEASE RESPOND IN 275 WORDS, PART 2 COMMENT TO THIS DISCUSSION NO LESS THE 175 (PLEASE AGREE WITH ONE OF THE STATEMENTS AND FIND ADDITIONAL INFORMATION)