Utilities - General Industry Benchmark Report Our Utilities - General Industry Benchmark Report contains hundreds of call center best practices that reflect the aggregated responses of thousands of call center managers to 106 key performance indicators within the utilities industry sector.
Within the report you will find:
Industry Averages and Best of Industry Averages
30 Graphical Illustrations of Best Practice KPIs, plus Findings and Interpretations
A 20+ page Best Practice Report on Quality Monitoring & Coaching
A Glossary of over 80 Standard Benchmark Terms with definitions, as well as computational formulas
Questions? Contact: info@bmponlinestore.com
Note: Industry Reports are generated at the time of purchase. 24 to 48 hr order processing and shipping is our standard timing, but not guaranteed. If an update is required at the time of purchase, please expect a 5-7 day turnaround for the Industry Reports Price: $1,500.00
Call center managers who would like to adopt an all-in-one platform are often deterred by the perceived need to abandon all of their current technology. However, this survey and case study research shows that moving to an all-in-one platform need not entail a Price: $495.00
Contact Center Agents - This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives. Price: $49.00
Compensation Benchmark Report 2008
Published in December, 2008, this report contains compensation information for three levels of management:
Agent Supervisors
Call Center Managers
Vice Presidents of Customer Service
The data are further dissected by:
Age
Gender
Education level
Industry
Authored by Dr. Jon Anton of Purdue University, the report includes 10 graphical illustrations and important conclusions about compensation issues in our industry. Includes information on both cash compensation and benefits offered.
Questions? Contact: info@bmponlinestore.com
Allow 1-2 business days from receipt of payment for email delivery. Price: $900.00
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck Price: $1,500.00
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck Price: $650.00
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck Price: $650.00
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck Price: $650.00
