To Improve Customer Service in Its Overseas Call Center, Bell

Multiple Choice

To improve customer service in its overseas call center, Bell Software decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Bumblebee Software Inc., seemed to have outstanding customer service. The team then determined differences between the organizations and developed a plan to incorporate the best elements of Bumblebee into Bell. This illustrates

A) environmental dynamism.
B) benchmarking.
C) strategic maneuvering.
D) cooperative action.
E) forecasting.