As the manager of a busy call-center in a healthcare organization

As the manager of a busy call-center in a healthcare organization, the volume of calls has doubled over the past year.  While you do not have the budget to hire additional staff, you have an additional $20,000 to spend on your department to improve efficiency and customer satisfaction.  Using the five-step planning process, describe how you would improve the overall operations within your department to improve efficiency and customer satisfaction.

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