Client Situation - The client designs a range of networking equipment - hubs, routers, switches, servers and interfaces - for connecting PCs and devices within home and small business networks with each other, and the Internet. The client’s distribution chain includes distributors; retailers such as Fry’s and Best Buy; and online stores. The client had warranty products and provided free support for devices that were within the warranty period. Additionally, the client was also receiving support requests that were not directly related to the functioning of their core devices, but were relevant all the same. These out-of-scope calls were often a source of customer dissatisfaction although the request was not directly related to the client’s products, whether or not in the warranty period.

About Client - The client is one of the world's leading providers of wired and wireless network devices to consumers and small businesses.

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