As the New Project Manager of a Call Center, Larry

question 107

Multiple Choice

As the new project manager of a call center, Larry notes that the quality of customer service at the center is not satisfactory. In his estimation, the current service is not what it should or could be. By making this comparison, Larry has

• A)started a service initiative.
• B)uncovered a performance gap.
• C)performed a force-field analysis.
• D)discovered a need for job posting.
• E)identified adapters.

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Definitions:

Refusal

The act of declining to accept or comply with something such as an offer, proposal, or instruction.

Unilateral Change

Actions taken by an employer to alter conditions of employment (such as wages, hours, or terms) without consent or negotiation with the labor union.

Labor Market Trends

Observations and predictions concerning the changing dynamics of the workforce and employment opportunities.

Future Staffing Levels

Predictions or estimations of the number of employees that will be needed in the future to effectively run an organization or business.