A Call Center Manager Hopes to Improve the Performance of Her

Multiple Choice

A call center manager hopes to improve the performance of her staff by decreasing the average time spent on a call.First,she sets up a performance board where the average length of a call for the previous week is posted and compared to the average call length for the preceding four weeks.Then,she encourages the staff to reduce the average.According to goal-setting theory,how could she improve this scheme?

A) She should make the goal easier.
B) She should make the goal more specific.
C) She should make the goal more general.
D) She should make the goal incomprehensible.