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:

Skills Training

Educational programs or activities designed to enhance specific abilities, competencies, and knowledge related to a job or task.

Feedback Cycle

Feedback cycle refers to the process of providing and receiving information on performance or behavior, intended to affirm or improve actions towards achieving desired outcomes.

Individual Coaching

A personalized approach to development where a coach supports and guides an individual in achieving their personal or professional goals.

Special Assignments

Specific, often unique tasks or projects assigned to an individual or team, usually outside of regular duties, to accomplish strategic goals.