As a new project manager of a call center,you've noted that the quality of customer service at the center is quite varied.Simply put,the service that exists at the call center is not what it should or could be.By making this comparison,you've uncovered a
A)service initiative.
B)performance gap.
C)management problem.
D)proactive need for change.
E)need for technological innovation.

Question

Quizplus · Accepted Answer

The comparison between the current service and the potential service has revealed a performance gap, indicating that there is a discrepancy between the desired level of customer service and the actual level of customer service at the call center. Therefore, the best choice is B.

As a New Project Manager of a Call Center,you've Noted