Keep (and Optimize) Your Call Center’s Best Agents: Agent Salary and Productivity Benchmark
Empowering contact center excellence for 30 years!

Keep (and Optimize) Your Call Center’s Best Agents: Agent Salary and Productivity Benchmark

Date: Thursday, July 05, 2012

Speakers: Linda Riggs, Dave Palmieri



Watch or download the Educast below.

Listen to what ICMI research discovered about the drivers of agent attrition and how contact center management can optimize agent satisfaction and productivity.

When we look at agent attrition and the related processes and issues in the agent’s daily life in the call center, the relationship between the two is clear. Register now to discover how to keep your best contact center agents; from salaries to tools that make their job easier, we'll reveal ICMI research findings that show what centers all over the world are doing to succeed.

Additional Resources

Research Report - Contact Center Agent Salary, Retention & Productivity

Whitepaper- Driving Agent Attrition: The Affect of Salary, Attrition Goals and Satisfaction on Turnover

Click here to download the educast to your computer. (Right click and save the file to your desktop)


Linda Riggs

Strategic Training Director, ICMI

Linda Riggs is the Strategic Training Director for ICMI. She has over 25 years of experience in contact center management, training, development and instructional design. Her focus is on Learning and Development in the contact center environment, ICMI content, industry certification and international partnership programs.

Linda began her career as a call center agent and worked her way up to a Director level for a 2000 seat call center in the financial services industry. She later moved into Contact Center Learning and Development, and has since worked in call centers within the vertical industries of technical support, government, banking, insurance, finance and healthcare.

When delivering training, she has an uncanny ability to reach audiences of all levels of learning, regardless of their experience or position within the contact center, Linda’s energy and enthusiasm endears her to her students and promotes an environment conducive to learning and retention.  

Linda holds a bachelor's degree and is a U.S. Navy veteran. She is a member of the American Society for Training and Development, and is a certified DISC behavioral styles trainer. She has written several articles for industry publications and is a frequent speaker at industry conferences.

Dave Palmieri

Corporate Solutions Architect – BCSG, Avaya

Dave Palmieri is a Solution Architect with Avaya, celebrating his 22nd year in the communications industry.  His background ranges from deploying voice response systems to designing IP contact centers to launching workforce optimization solutions.  In his currentrole, Dave is focused on showing Avaya customers and business partners how performance management optimizes both customer experience and competitive efficiency.

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Topics: People Management, Culture & Morale, Learning & Development


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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