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Terry Smith managed a small group of employees in the Customer Service department at a growing business. Lately, the number of calls had increased, her

Terry Smith managed a small group of employees in the Customer Service department at a growing business. Lately, the number of calls had increased, her staff was under tremendous pressure, and there were many complaints regarding the response time to calls. Terry was told that if her department's performance did not improve, the company might just outsource the

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