创建和管理为客户服务流程部署的劳动力。预测客户劳动力需要正确安排劳动力。跟踪部署的劳动力的效用。检查客户和客户服务代表之间的互动以实现高质量。 Creating and administering the work force deployed for the customer service process. Forecast the customer work force needs to correctly schedule the work force. Track the utility of the work force deployed. Examine the interactions between the customer and customer service representatives to achieve high quality.