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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Contact Center Articles ## [Agents believe their organizations remain focused on CSat, BUT...](https://resources.benchmarkportal.com/contact-center-articles/agents-believe-their-organizations-remain-focused-on-csat-but) Jul 21, 2021 | [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-vision), [Customer Focused Culture](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-focused-culture), [call center performance](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-performance) Santa Barbara, CA – 76.64% of surveyed agents believe that their respective organizations are focused on Customer Satisfaction according to BenchmarkPortal's 2020 Agent Voices Report. The survey reports that 45.66% of the respondents "strongly agree" to the ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agents-believe-their-organizations-remain-focused-on-csat-but) ## [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) ## [Agents and Team Leads](https://resources.benchmarkportal.com/contact-center-articles/agents-and-team-leads) May 17, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) 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 ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agents-and-team-leads) ## [Innovation and Involvement](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) May 17, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Service Recovery](https://resources.benchmarkportal.com/contact-center-articles/topic/service-recovery) The skills of ‘taking initiative and taking ownership’ are being evaluated on more performance reviews these days at all levels of responsibility. Some organizations nurture these skills and harness the results more than others. Agents, like all employees, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) ## [Value/Appreciation](https://resources.benchmarkportal.com/contact-center-articles/value-appreciation) May 10, 2016 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Agents Value](https://resources.benchmarkportal.com/contact-center-articles/topic/agents-value) This area is of obvious importance to agent satisfaction. Agents tend to stay and be satisfied where they feel valued and appreciated. [read more](https://resources.benchmarkportal.com/contact-center-articles/value-appreciation) ## [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) ## [Direct Supervisor/Manager Style](https://resources.benchmarkportal.com/contact-center-articles/direct-supervisor-manager-style) Apr 26, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Span of Control](https://resources.benchmarkportal.com/contact-center-articles/topic/span-of-control) 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. [read more](https://resources.benchmarkportal.com/contact-center-articles/direct-supervisor-manager-style) ## [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) ## [Customer Focus](https://resources.benchmarkportal.com/contact-center-articles/customer-focus) Apr 5, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-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) Agents exist to satisfy the needs of customers. Most agents feel this keenly and appreciate working for a company that is structured to support the goal of superior customer service. [read more](https://resources.benchmarkportal.com/contact-center-articles/customer-focus) ## [Coaching](https://resources.benchmarkportal.com/contact-center-articles/coaching) Mar 29, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Coaching for Success](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ... [read more](https://resources.benchmarkportal.com/contact-center-articles/coaching) ## [Quality Processes](https://resources.benchmarkportal.com/contact-center-articles/quality-processes) Mar 22, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Quality Assurance](https://resources.benchmarkportal.com/contact-center-articles/topic/quality-assurance), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Quality is key to customer satisfaction and loyalty. It is important that agents perceive a true commitment to quality on the part of their organizations, and that they feel the processes aimed at guaranteeing quality are working properly. [read more](https://resources.benchmarkportal.com/contact-center-articles/quality-processes) ## [Expectations and Compensation](https://resources.benchmarkportal.com/contact-center-articles/expectations-and-compensation) Mar 15, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Reducing Budget](https://resources.benchmarkportal.com/contact-center-articles/topic/reducing-budget), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) As every lawyer knows, the three elements of a contract are “offer”, “acceptance” and “consideration” (compensation). A clear, common understanding of what the offer entails is key, and a reasonable level of mutual satisfaction with the compensation is ... [read more](https://resources.benchmarkportal.com/contact-center-articles/expectations-and-compensation) ## [Resources and Technology](https://resources.benchmarkportal.com/contact-center-articles/resources-and-technology) Mar 8, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [Transfers](https://resources.benchmarkportal.com/contact-center-articles/topic/transfers), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Technology](https://resources.benchmarkportal.com/contact-center-articles/topic/technology), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Properly selected and trained agents require the support of good technology to allow them success with customers. Proper IVR and routing capabilities, good Customer Relationship Management (CRM) systems, well-chosen and continuously maintained Knowledge ... [read more](https://resources.benchmarkportal.com/contact-center-articles/resources-and-technology) ## [Training and Promotions](https://resources.benchmarkportal.com/contact-center-articles/training-and-promotions) Mar 1, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Employee Incentives](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ... [read more](https://resources.benchmarkportal.com/contact-center-articles/training-and-promotions) ## [Belongingness](https://resources.benchmarkportal.com/contact-center-articles/belonging) Feb 23, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Aux Time](https://resources.benchmarkportal.com/contact-center-articles/topic/aux-time), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Span of Control](https://resources.benchmarkportal.com/contact-center-articles/topic/span-of-control), [Belonging](https://resources.benchmarkportal.com/contact-center-articles/topic/belonging) Contact center agents are, generally speaking, “people people” who like to interact both with customers and with their colleagues. [read more](https://resources.benchmarkportal.com/contact-center-articles/belonging) ## [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) ## [Work Schedules](https://resources.benchmarkportal.com/contact-center-articles/work-schedules) Feb 9, 2016 | [Adherence](https://resources.benchmarkportal.com/contact-center-articles/topic/adherence), [Abandon Rate](https://resources.benchmarkportal.com/contact-center-articles/topic/abandon-rate), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Occupancy](https://resources.benchmarkportal.com/contact-center-articles/topic/occupancy), [Utilization](https://resources.benchmarkportal.com/contact-center-articles/topic/utilization), [Scheduling](https://resources.benchmarkportal.com/contact-center-articles/topic/scheduling) This category takes a close look at agents’ perceptions regarding the scheduling function - - its fairness and its ability to facilitate a balance between work and personal life. It also addresses senior management’s effectiveness in ensuring that required ... [read more](https://resources.benchmarkportal.com/contact-center-articles/work-schedules) ## [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) ## [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/organiztional-vision) Jan 26, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-vision) Vision is what helps employees see beyond the day-to-day tasks that confront them. It links them to something more important, more engaging and more energizing. [read more](https://resources.benchmarkportal.com/contact-center-articles/organiztional-vision) ## [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 Voices](https://resources.benchmarkportal.com/contact-center-articles/agent-voices-blog) Jan 5, 2016 | [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) 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/agent-voices-blog) ## [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 ... 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