Effective customer service

The Bose Corporation, makers of high-end speakers, headphones, etc., has noted a decrease in the customer satisfaction levels with their customer support system, primarily their telephone support (1-800-379-2073).The primary issue appears to be perceived wait time; how long people feel they have been on-hold (in a queue), waiting for service.As customer satisfaction is very important to Bose, they are interested in improving it at this point of customer contact (the call center).They are looking to improve this measure (without the major investment of expanding the call center and the number of people answering telephones).What, if anything can be done to mitigate this problem?

Here is the problem, The rubric and example is in the attachment, Please use APA format to write this project. Do not copy online. For part one, write at least 8 pages, Part two write at least 6 pages, Thanks