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Managing Contact Center Reps for Maximum Productivity Research Bundle

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ID: 4818


Metrics, Graphics, Detailed Process Map

Pages/Slides: 84

Published: Pre-2014

Delivery Format: Online PDF Document,


License Options:

Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

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Save 23% with this value bundle!



Non-Members: To view an excerpt of this bundle, click here.

Leading contact centers develop their employees for maximum productivity but remember to reward for maximum retention. This bundle includes three documents on the following areas of employee management:

1. Performance Standards –average performance of contact center employees, turnover rates, company costs, and many other metrics identified through careful study of 13 participating companies.

2. Development and Retention – including the training programs that the most productive and satisfied representatives go through, as well as the employee satisfaction tools companies use to improve the working environment. One participant, the USAA, has turnover of only 6% due to their behaviors detailed in this bundle.

3. Rewards and Recognition –there are a wide variety of rewards managers can offer such as gift certificates, high priced items, recognition at events, cash, recognition at meetings, or recognition via email. Our research showed that only one of these methods was highly effective, but that when the recognition is matched to the right type of contact center representative (such as service, sales, inbound, outbound, etc) the reward will be most effective.

Managers can use the information provided in this bundle to compare their own company’s performance in key areas to the industry and make strategic decisions accordingly. The information is also designed to be used as a guide to the “best practices” any contact center should use to be successful.

Industries Profiled:
Telecommunications; Financial Services; Consumer Products; Education; High Tech; Banking; Health Care; Internet; Retail; Technology; Pharmaceutical; Service; Manufacturing; Professional Services; Utilities; Chemical; Computers; Transportation; Shipping; Insurance; Computer Hardware; Publishing; Research; Logistics; Consulting; Automobile; Computer Software; Electronics; Media; Multiple

Companies Profiled:
ADC; American Express; AmeriCredit; Aramark; ASB Bank Ltd; Ausburg Fortress; Avnet; Bank of America; Blue Cross Blue Shield of Mass.; Bluewin; Brookstone; Business Methods (BMI); Cardinal Health; Carlson Hospitality; Cerida; Choice One Communications; Cintas; Citigroup; Citizens Bank of Canada; Comerica Bank; CommsCo; Convergys; Current; DuPont; EDS; Emery-Waterhouse; Emirates Group; Equity Trust Company; Express Scripts; FedEx; Fidelity Investments; FirstCaribbean Internation Bank; Florida Hospital Healthcare System; Ford Motor Credit Company; Fulfillment Systems; Gap Inc. Direct; GE Capital; GE Capital (India Services); GE Money (formerly GE Consumer Finance); GMAC Mortgage; Hewlett-Packard; Honeywell; HSBC Mortgage; Inc.; Innove Communications; Integral Energy; Invacare Corporation; Kable News Company Inc.; Kalmbach Publishing; Kingspan Group; Lakeland Electric; LexisNexis; Manulife Financial; Merastar Insurance Co.; Merck; Misys International Banking Systems; Nationwide Credit; Nationwide Financial; Newfoundland Power; Niagara Credit Union; Nipuna Services; Norse Dairy Systems; Peregrine Systems Inc.; Raytheon Financial Group; Reality Group; RewardsPlus; Rydex; Saturn; Softtek; Softwaredioxide; Softwin; Southern Cross Healthcare; SouthEast Telephone; Sprint; Stanley Security Services Canada; TAC Worldwide; Telus Corp.; Texas Instruments; Thomson; Toyota; TrustPower; UNUMProvident; US Bank; USAA; Verizon; Vision Solutions; Vodacom; Wachovia; Waste Management; Wells Fargo

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.

This bundle combines all of the individual research listed below into one easy-to-purchase transaction. Read individual research abstracts by clicking the titles. Return to this page to add the bundle to your cart.

Why purchase a bundle?
Purchasing this research together provides you with significant savings over the individual research price. In addition to the reduced price, you’ll also experience ease of use. After purchase, previous and next buttons will direct you sequentially through the research findings. If you have additional questions, please call us at (919) 403-0251.