Introduction
Over the past few months, the Customer Service department is facing a serious challenge in filling up the growing need for Customer Service Representatives (CSR) positions. This situation, if sustained much longer, may negatively impact on the superior quality that the company is providing its customers to support its high-quality products. The problem appears to be multi-faceted, which can only be determined until a thorough review of the job, the work flow, and job requirements (i.e., CSR knowledge, skills, and experience), in relation to current workloads and expectations, has been conducted. To insure an effective and efficient problem determination ...