Agent Voices II Research Report
$495.00
Brand new 2020 Research Report on over 10,000 Contact Center Agents!
Your front-line employees are your greatest asset.
BenchmarkPortal has just issued its latest ground-breaking research: Agent Voices 2020.
This report updates the previous research report and is the compilation of over 10,400 agent surveys – by far the most complete and ambitious such study ever published.
Why buy Agent Voices 2020?
In the wake of the COVID-19 pandemic, it is more important than ever that managers really understand what motivates and retains agent talent. This report provides the insights you need to reduce turnover, boost morale and work your way toward best practices in managing your front-line employees.
Leveraging this report to take concrete action in your center can give you huge ROI results – – plus a more harmonious and productive work environment.
The fifteen categories and fifty+ questions provide very useful data points you can use in both your strategic and your day-to-day management.
Question Categories:
- Overall Satisfaction
- Quality Processes
- Vision
- Coaching
- Leadership and Trust
- Customer Focus
- Work Schedule
- Voice of Customer
- Work Environment
- Recognition
- Belongingness
- Direct Supervisor/Manager Style
- Training and Promotions
- Communication
- Resources and Technology
- Value/Appreciation
- Expectations and Compensation
- Innovation and Involvement
- A table of KPIs that indicate the Industries efficiency (or productivity elements)
- A table of KPIs that indicate the Industries effectiveness (or quality)
- Aggregated tables of multichannel KPI averages for All Industries
- Our glossary of terms and definitions.
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