A large customer call center for a multinational retailer has been in operation for several months, but has continually failed to meet both customers’ and senior management’s expectations. Your team...

A large customer call center for a multinational retailer has been in operation for several months, but has continually failed to meet both customers’ and senior management’s expectations. Your team has been called in to develop a dashboard to help monitor and improve the operations of the call center. What KPIs would you track? Sketch a sample dashboard for this application