Featured Webinar

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

Complimentary Webinar

Date: Thursday, June 7, 2012
Time: 10 AM Pacific time / 1 PM Eastern time

Overview:

Join ICMI to learn 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.

Among the findings, we'll share:

  • Average agent salaries
  • Top agent incentives
  • Leading causes of agent attribution
  • Today's tools to combat attrition and increase agent productivity and customer satisfaction

Presenters

Layne Holley
Director of Community Services, ICMI

Layne oversees research, content, peer channels and other programs and services for ICMI community members and stakeholders. An award-winning journalist, Layne has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center.

 


 

Sponsored by

Avaya

The Role of Workforce Optimization in Balancing Contact Center Efficiency and Customer Experience

Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Service Level, Workforce Management/Staffing, Workforce Management Programs, WFM Tools, Strategic Value

Avaya

Manage Complexity by Managing Knowledge

Strategic Value, Operations Management, Metrics/Performance Measurement

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Call Center Insider
ICMI's Weekly Newsletter

Training & Events

QueueTip Posts

1 Explanation of ACD Service Level?
Amanda Reth - 1 answer
1 Average Shrinkage?
Nina Westvold - 1 answer
5 Removing <10 Second Abandons at Skill Level?
Mary Wierbicki - 5 answers
1 Formula for Agents Needed?
Mohamed Haqqi - 1 answer

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QuickPoll

Does your center use agent desktop tools?

Yes we do - and they’re great!
Yes, but we’re having some challenges with them.
No, we tried but they didn’t work out.
No, but we'd like to.
No, they’re not for us.
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