Assignment 4.1: Report Plan
Professor Emily Whitby
Eng. 315: Professional Communications
February 25, 2014
Verizon Wireless Report Plan
Verizon Wireless, also known as Verizon, is a company that sales cellular service such as smartphones and USB wireless modems in the United States of America.
This report will be sent to Verizon Wireless Corporate Recommendations department. I will be proposing a recommendation to have our tier two technical support teams, to get upgraded computer systems that are faster and also include multiple monitors on the desktops.
The need for this upgrade would be to help increase our customer service we provide to our external and internal customers by allowing calls to be handled in a more efficient manner. This will solve the system issues that when you have a customer account pulled up in our billing system and you also have the troubleshooting guide open that you are stuck on the troubleshooting guide. If you go back to the customer account then the troubleshooting guide is then hidden behind the billing system. You cannot use the normal “Alt plus Tab” or the “Ctrl plus Tab” on the keyboard to toggle the screens. You have to minimize all the screens you have to get back to the troubleshooting guide so you can continue to help the customer. Another issue this will address is the overall system slowness that occurs when trying to pull up and switch between multiple internet explorer screens.
There are a few potential resources that I can use for my report. I can use studies on the advantages and disadvantages of working with multiple screens. One such study comes from Web Designers Depot website. Another valuable resource would be chart or graphing showing how cutting our average seconds on account and save money and increase customer satisfaction. There are several places that I can go to research but the last one that comes to mind would be just the feedback and support the employees have...