Selecting Telephone Customer Service Representatives

This is not a test, it is an assessment.

Read the Applications case study, Evaluation of Two New Assessment Methods for Selecting Telephone Customer ServiceRepresentatives, found on page 359-361 in your textbook. Answer the questions that fall after the case description; these are the three questions found in the lower half of page 361. Each question should be numbered, answered separately, and be at least 250 words in length but should be submitted as one file.

Course Textbook
Heneman, H. G., Judge, T. A., & Kammeyer-Mueller, J. D. (2012). Staffing organizations (7th ed.). Middleton, WI: Mendota House

CSU requires that students use the APA style for papers and projects. Therefore, the APA rules for formatting, quoting, paraphrasing, citing, and listing of sources are to be followed.

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