Use at least one or two relevant concepts or principles from the readings to drive an outline of a brief plan for the call center of this organization given the following details:

• Assume that the volume of calls has increased dramatically and rapidly
• CEO Tony Hsieh maintains that the same level of customer happiness and employee satisfaction must remain stable

1. Explain in your plan whether the call center model will need to change or not. If so, how and why. If not, why not.
2. Explain why you chose the concepts or principles you did to drive your plan outline.