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Customer Service > Call Centers > Call Center Human Resources > Call Center Training and Development > Evaluation
Evaluation Research

Contact Center Operations: Effectively Serving Customers' Technical Issues 
Non-members: Click here to sign-up for a complimentary tour of "Contact Center Operations: Effectively Serving Customers' Technical Issues" Based on a survey of 29 primarily high-tech organizations, this 25-slide presentation identifies trends in contact centers that service customers with technical issues... (ID 4551)
Companies Profiled: Bioproducts, Vodacom, Talisma, WJ Communications, more ...
Price: $823.95
Employ a 360-Degree Performance Review to Support Leadership Development 
FedEx’s Survey Feedback Action Process segments employee feedback by each work group’s manager... (ID 3370)
Companies Profiled: FedEx
Price: $9.95
Monitor Rep Performance Regularly to Target Performance Improvement 
One world-class company formally reviews its call center reps’ performance every 120 days... (ID 3010)
Companies Profiled: Toyota
Price: $9.95
Design an Integrated Performance Management System to Align Behavior with Corporate Goals 
One world-class company links performance review and management process directly to employee development and career pathing processes... (ID 2998)
Companies Profiled: Baxter
Price: $9.95
Develop Compensation Programs to Support Corporate Strategy 
Practices in this document include: Designing a compensation system to attract outstanding call center reps... (ID 2985)
Companies Profiled: T. Rowe Price, Fidelity Investments, Baxter, Saturn, more ...
Price: $9.95
Monitor Selected Rep Calls to Ensure Quality and Guide Development 
Practices in this document include: Instituting a thorough annual call monitoring performance review... (ID 2979)
Companies Profiled: T. Rowe Price, L.L. Bean
Price: $9.95
Conduct Regular Assessments of Performance Measures to Drive Continuous Improvement 
Saturn recently revised its performance measures to better support and focus its call center management system... (ID 2954)
Companies Profiled: Sprint
Price: $9.95

 


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