Call Center Research Reports

Agent Voices is BenchmarkPortal’s first-ever in-depth investigation into agent satisfaction.  Based on over 5,000 surveys, this ground-breaking study covers 18 topic categories with a total of 76 questions.  Readers will gain valuable insights that will help them be better managers, and will also provide a basis for comparing their agent morale to industry averages.

The report includes intriguing cross-tabular analyses, such as full-time vs. part-time employees, overall satisfaction broken down by commuting distance and at-home agents, size of center and geographical location.  It also includes a sampling of open-ended responses, providing context and depth to the statistical results, and indicating what agents really feel about their colleagues and employers.

The report includes expert interpretation from BenchmarkPortal specialists that will provide “take-aways” that you can implement to improve the morale and the performance of your center.

New Issue price just $999! (Compare with cover price of $1,500)

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Mastering Key Performance Indicators

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Mastering Benchmarking

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Call Center Help Free Download

Download The Ultimate Package! The Complete Contact Center Mastery Series

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The Impact of Technology on Contact Center Performance

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Best Practices in Quality Monitoring and Coaching

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The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives, Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.

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A Cost Comparison of All-in-One versus Multi-Point Solutions In the Contact Center Sector

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Combining Service Excellence with Profitability

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