NO AUDIO NEED

Scenario: Allendale Technology (AT) is a startup company that has been in business for about six months. They have three CSRs that answer the phones and social media inquiries between the hours of 8 a.m. and 5 p.m. ET Monday through Friday. The CSRs do have an additional means of getting help through the CSR center in India, but most are reticent to reach out for help. These CSRs only know minimal information about social media.

You have been called in as a consultant to figure out what the problems are and to help them resolve their problems.