The surveys taken by the respondents included two open-ended questions:
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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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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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While most managers do not consider commuting distance in their recruiting and hiring decisions, the following data challenges this norm.
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The over 5000 agents surveyed for our study broke down as follows between Full-time and Part-time:
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Parsing out agent satisfaction by tenure provides some interesting results:
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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 ...
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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 ...
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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 ...
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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.
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”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, ...
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Our Agent Voices blog posts are drawn from the results of research on over 5,000 agent surveys conducted in North America.
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“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 ...
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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:
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