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.
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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