A computer company's after-hours Customer Support Center faces the lack of reliable communication between the customer and the engineer in times of high workload. The broken link in the call process directly affects the Support Center's ability to service their 7/24 hour customers on a timely basis. The target of the project is to insure 100% engineer notification within fifteen minutes of the initial call to Customer Support Center.
Inman, Lane; Pronanun, Nattanon; Schultz, George; and Watanakithavonkul, Chanikarn, "Prevention of Delayed Engineer Notification In After-hours Computer Support Center" (1996). Engineering and Technology Management Student Projects. 1756.