As a New Project Manager of a Call Center, You've

question 61

Multiple Choice

As a new project manager of a call center, you've noted that the quality of customer service at the center is quite varied. In your estimation, the current service is not what it should or could be. By making this comparison, you've

• A) Begun a service initiative.
• B) Uncovered a performance gap.
• C) Performed a force-field analysis.
• D) Discovered a reactive need for change.
• E) Identified adapters.

---

Definitions:

Belief System

A set of principles or tenets which together form the basis of a religion, philosophy, or moral code.

Spiritual Crises

A profound challenge to an individual's beliefs or faith, often triggered by a life event or personal reflection.

Self-Perception

is an individual's view or understanding of themselves, including their thoughts, feelings, and awareness of personal attributes.

Connectedness

The feeling of belonging and having close relationships with others, contributing to a person’s emotional and psychological well-being.