--- title: Contact Center Articles | Agent Satisfaction description: Agent Satisfaction | Contact Center Articles --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - 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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Contact Center Articles ## [SPOILER ALERT: Agents want a heads up BEFORE changes affect customers](https://resources.benchmarkportal.com/contact-center-articles/spoiler-alert-agents-want-a-heads-up-before-changes-affect-customers) Jul 8, 2021 | [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Customer Service](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service), [Optimizing Call Center](https://resources.benchmarkportal.com/contact-center-articles/topic/optimizing-call-center), [Call Center Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-agents), [Agent Performance](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-performance) [read more](https://resources.benchmarkportal.com/contact-center-articles/spoiler-alert-agents-want-a-heads-up-before-changes-affect-customers) ## [Agent Satisfiers](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfiers) Jul 5, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) The surveys taken by the respondents included two open-ended questions: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfiers) ## [Agent Satisfaction by Region - USA](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-by-region) Jun 28, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Our research showed some interesting results when surveys were broken down by geographical region. The following information is for the U.S. only: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-by-region) ## [Agent Satisfaction and Center Size](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-center-size) Jun 21, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Center Size](https://resources.benchmarkportal.com/contact-center-articles/topic/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 ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-center-size) ## [Agent Satisfaction and Commute](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-commute) Jun 14, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) While most managers do not consider commuting distance in their recruiting and hiring decisions, the following data challenges this norm. [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-commute) ## [Satisfaction: Full-Time vs. Part-Time Agents](https://resources.benchmarkportal.com/contact-center-articles/full-time-vs-part-time-agents) Jun 7, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) The over 5000 agents surveyed for our study broke down as follows between Full-time and Part-time: [read more](https://resources.benchmarkportal.com/contact-center-articles/full-time-vs-part-time-agents) ## [The Impact of Tenure On Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/impact-of-tenure-on-satisfaction) May 24, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Parsing out agent satisfaction by tenure provides some interesting results: [read more](https://resources.benchmarkportal.com/contact-center-articles/impact-of-tenure-on-satisfaction) ## [Communication](https://resources.benchmarkportal.com/contact-center-articles/communication) May 3, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Process Improvement](https://resources.benchmarkportal.com/contact-center-articles/topic/process-improvement), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Communication is the grease that makes things happen smoothly in contact centers. It is also an area in which there is often the greatest variance between management and agent perceptions. Managers sometimes feel they are doing a good job of communicating to ... [read more](https://resources.benchmarkportal.com/contact-center-articles/communication) ## [Recognition](https://resources.benchmarkportal.com/contact-center-articles/recognition) Apr 19, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Employee Recognition](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-recognition), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Reporting](https://resources.benchmarkportal.com/contact-center-articles/topic/reporting) Contact center professionals are, in general, people who feed off of the approval of others, both external (customers) and internal (managers and colleagues). Superiors who understand this dynamic and who act on it help foster positive feelings and superior ... [read more](https://resources.benchmarkportal.com/contact-center-articles/recognition) ## [Voice of the Customer](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer-agent-voices) Apr 12, 2016 | [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction), [Employee Incentives](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Listening to the voice of the customer is not just a cliché - - it is a key for measuring performance and for determining areas requiring improvement. Successful centers usually have open channels and open minds when it comes to gathering information, both ... [read more](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer-agent-voices) ## [Work Environment](https://resources.benchmarkportal.com/contact-center-articles/work-environment) Feb 16, 2016 | [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Utilization](https://resources.benchmarkportal.com/contact-center-articles/topic/utilization), [Work Environment](https://resources.benchmarkportal.com/contact-center-articles/topic/work-environment), [Average Speed of Answer](https://resources.benchmarkportal.com/contact-center-articles/topic/average-speed-of-answer) Perceptions of work environment are important factors. The topics that make up this category are often the “buzz” of call center talk, and are easy to bring up with agents in casual conversations. [read more](https://resources.benchmarkportal.com/contact-center-articles/work-environment) ## [Leadership and Trust](https://resources.benchmarkportal.com/contact-center-articles/leadership-and-trust) Feb 2, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Leadership Development](https://resources.benchmarkportal.com/contact-center-articles/topic/leadership-development), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Performance Review Processes](https://resources.benchmarkportal.com/contact-center-articles/topic/performance-review-processes) ”Leadership means never having an off day.” Not many leadership teams can live up to this high standard, and contact center leadership is no exception. However, we have to try! The questions in this category focus on whether leadership listens to employees, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/leadership-and-trust) ## [Overall Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/overall-satisfaction) Jan 12, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Overall Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/overall-satisfaction), [Performance Review Processes](https://resources.benchmarkportal.com/contact-center-articles/topic/performance-review-processes) Our Agent Voices blog posts are drawn from the results of research on over 5,000 agent surveys conducted in North America. [read more](https://resources.benchmarkportal.com/contact-center-articles/overall-satisfaction) ## [Agent Satisfaction and Customer Contact Success](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-customer-contact-success) Jan 1, 2016 | [Customer Satisfaction Measurement](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-satisfaction-measurement), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) “Happy agents make for happy customers.” As custodian of the largest database in the world of contact center metrics, BenchmarkPortal can vouch for the statistical relationship between agent satisfaction and customer satisfaction. Satisfied customers, in ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-customer-contact-success) ## [Agent Satisfaction: How to measure it and how to manage it](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-how-to-measure-it-and-how-to-manage-it) Mar 31, 2010 | [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Agent Satisfaction: How to measure it and how to manage it Date: Mar 31, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-how-to-measure-it-and-how-to-manage-it) [All posts](https://resources.benchmarkportal.com/contact-center-articles/all) ### Join the Largest Community of Contact Center Professionals Get the latest industry news, solutions, and case studies every week. ### Join the Largest Community of Contact Center Professionals Search Search ### Articles & News - [Contact Center Articles (86)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) - [CallTalk Caramels (43)](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels) - [Agent Voices (28)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Agent Turnover (21)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover) - [Agent Satisfaction (15)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction) - [Contact Center Economics 101 (11)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101) - [First Call Resolution (11)](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution) - [Management (10)](https://resources.benchmarkportal.com/contact-center-articles/topic/management) - [At-Home Agents (9)](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents) - [Top Contact Centers Contest (9)](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) - [Benchmarking (8)](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking) - [Agent Development (7)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development) - [Call Center Agents (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-agents) - [Customer Service (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service) - [Workforce Management (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management) - [After Call Work Time (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time) - [Best Practices (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices) - [Coaching for Success (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success) - [Hold Time (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time) - [Average Talk Time (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time) - [Caller Satisfaction (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction) - [Compensation Strategies (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/compensation-strategies) - [Hiring (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring) - [call center planning (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-planning) - [customer service week (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service-week) - [A.I. 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