Agent Satisfiers

The surveys taken by the respondents included two open-ended questions:
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Agent Satisfaction by Region - USA

Our research showed some interesting results when surveys were broken down by geographical region. The following information is for the U.S. only:
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Agent Satisfaction and Center Size

There has been much speculation but little hard data regarding the relative merits of large centers vs. smaller centers. Our research offers a window into the impact of center size on agent satisfaction, which is important given the attendant impact of agent ...
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Agent Satisfaction and Commute

While most managers do not consider commuting distance in their recruiting and hiring decisions, the following data challenges this norm.
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Satisfaction: Full-Time vs. Part-Time Agents

The over 5000 agents surveyed for our study broke down as follows between Full-time and Part-time:
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The Impact of Tenure On Satisfaction

Parsing out agent satisfaction by tenure provides some interesting results:
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Agents and Team Leads

Agents participating in this survey N = 4,683 (90.4%) Leads participating in this survey N = 497 (9.6%) The role of “Lead” or “Team Lead” varies from center to center. In general, however, the Lead is a senior agent who supports newer agents, handles ...
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Direct Supervisor/Manager Style

Research shows that the relationship between a contact center agent and his or her supervisor is a crucial component of agent satisfaction. Fostering good working relationships at the team level is one of management’s most important functions.
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Managing Gen Y in the Contact Center

Managing Gen Y in the Contact Center By Greg Van Zandt, Senior Consultant, BenchmarkPortal
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Articles & News

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