ICMI’s 2008 People Management and Operations Survey is the largest such study in its 20-year history. Contact center professionals from around the world,representing various industries and center sizes, answered comprehensive questions on a substantial assortment of critical topics and challenges managers face today. Topics include recruiting, assessment, training, development, motivation and retention, workforce management, performance measurement, quality assurance, budgeting, and contingency planning.
TAGS:
Operations Management, E-support, Metrics/Performance Measurement, People Management, Employee Motivation and Retention, People Development
