Rate operators at a call center, who respond to queries from customers who call in about the company's product, on each of the five dimensions of customer contact in Table 3.3. Use a seven point scale, where 1 = very low and 7 = very high.
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For example, the operators newer are physically present with the customer, and so they would get a score of 1 for physical presence. Explain your ratings, and then calculate a combined score for the overall customer contact. Did you use equal weights in calculating the combined score? Why or why not? Where is your process positioned on the customer contact matrix? Is it properly aligned? Why or whynot?