■ The Big Idea
A fictitious character by the name of Bill Ambers is this book’s protagonist. Bill is the classic director of customer service in a call center. He faces the challenge set by his new boss, Angela Krafft, the arctype of the results-oriented boss. Angie simply wants him to “turnaround the numbers” and improve the call center’s customer service, without the support of a big budget. Together with his HR counterpart Sarah, and with the help of a mentor, Landscaper Michael St. Vincent, Bill learns to systematically dig to the root of the problem, discovering how to Zap The Gaps in his department’s performance.