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Gap Analysis

Identifying What Needs to be Done in a Project

Imagine that you’ve just been asked to improve call-handling in your organization’s contact center.

You already have some possible solutions in mind.

However, before you choose a best solution, you need to identify what needs to be done to meet this project’s objectives.

This is where Gap Analysis is useful. This simple tool helps you identify the gap between your current situation and the future state that you want to reach, along with the tasks that you need to complete to close this gap.


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