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

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.