Study overview

Study objective

Demographic highlights

Call center operations model

Performance objectives and results

Top KPIs

Performance goals and current performance

Customer satisfaction questions

Top employee satisfaction questions

Past improvement initiatives

Largest changes made over the past 2 years

Overall ranking of improvement initiatives

Changes with the greatest positive impact on customers

Changes with the greatest positive impact on cost savings

Changes with the greatest positive impact on employees

Changes with the greatest positive impact on revenue

Future directions and improvements

Short-term changes planned

Long-term changes planned

Challenges

Opportunities for improvement

Business drivers motivating changes

IT collaboration

Factors influencing IT collaboration

Steps to optimize IT relationships

Best-in-class call centers

Home-based/remote agents

Home-based agents

Criteria for home-based agents

Business reasons for home-based agents

Specific function handling

Future plans for home-based agents

Keys to success for home-based agents

Challenges with home-based agents

Reporting and analytics

Methods for communicating performance data

Most productive presentation of measurement

Celebrations for performance objective achievement

Challenges with performance reporting

Keys to successful reporting

Dashboard use

Dedicated reporting resources

Who analyzes report data

Demographics

Number of sites

Number of employees

Hours of operation

Contact volume

Volume change

Single or multi-site