Case ID: 111048
Abstract:
Case
Solution & Analysis for Emergia: Driving Profitability on Help Desk Contracts by F. Asis Martinez-Jerez, Lisa Brem
Emergia wants to keep its customers happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?
Keywords:
Accounting, Capacity analysis, Regression analysis, Emergia Driving Profitability on Help Desk Contracts
Case
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