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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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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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 By Greg Van Zandt, Senior Consultant, BenchmarkPortal
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