I’m pretty sure that it is A. Cost of Goods Sold!
<span>In order to cut costs, most of the pay TV providers have incorporated large call centers where they hire poorly trained and low paid employees to answer customer calls. These employees lack incentive and generally don't care much about customers. One exception to the rule is DirecTV. They are known for the best customer service record in the industry. It uses outsourcing, but they have motivation, something lacking from other providers. Their reps get free satellite TV in their homes once they have been on the job for three months and are invited to special DirecTV events where they have chances to meet and greet celebrities and NFL stars. They are also given the ability to handle complaints themselves rather than just listening, noting and transferring calls.</span>
Answer:
The correct answer is letter "B": technological paradigm shift.
Explanation:
A paradigm shift takes place when the is a change in the methods and practices that were traditionally used and were conceived as main references due to the introduction of new ideas. Technological paradigm shifts are those caused by the creation of new technology that abruptly alters the market. For instance, the introduction of e-mails replaced faxes and courier services for mailing.
