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Research Findings
 

We publish lots of great research papers and findings – some from our own research, others from leading research firms around the world. Research is shown in order of date published with the most recent showing first.

Interested in contributing Research Findings? Submit Them Online Here

Showing 1 to 15 of 304 Research Items
 
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How Managers Are Handling The Recent Credit Crunch
We asked some contact center managers what changes are being made with respect to the recent credit crunch and uncertainty in the markets - hear how managers all around the world are handling the situation and trying to make it better.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 1/6/2009
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What Areas Are Included In Training For Agents?
Averages on the different areas that are included when contact centers are training their agents.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 1/4/2009
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Training In The Contact Center
Research on training in the contact center: average time spent on training new agents and existing agents, benefits of training and more.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 1/4/2009
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Bonuses For Agents
Find out the averages in different regions of who gives out bonuses to their staff.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 1/4/2009
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Salaries For Managers
Ever wonder what Manager salaries are like all around the world? Read more to find out the average starting salary for Managers in different countries from the Americas, Asia Pacific, Europe and Middle East & Africa regions.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 1/1/2009
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Salaries For Supervisors
Ever wonder what Supervisor salaries are like all around the world? Read more to find out what the average starting salary for Supervisors is in different countries in the Americas, Asia Pacific, Europe and Middle East & Africa regions.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 1/1/2009
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Employing Staff With Disabilities
This excerpt from ContactCenterWorld.com's 2005 Benchmarking Study looks at hiring and working with staff with disabilities.
Author: Autumn Walker, ContactCenterWorld.com
Published: 1/1/2009
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Features for the Contact Center (ContactCenterWorld.com 2005 Benchmarking Study Excerpt)
This excerpt from ContactCenterWorld.com's 2005 Global Benchmarking Study focuses on features that make a contact center more interesting and enjoyable to work in.
Author: Autumn Walker, ContactCenterWorld.com
Published: 1/1/2009
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Salaries For Agents
Wonder what other agents' starting salaries are around the world? Read more to find out what the average starting salary is for agents in countries from the Americas, Asia Pacific, Europe and Middle East & Africa regions.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/30/2008
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Employment Checks
Do you do employee checks on your staff? Read more to find out how many people actually do them, and what the most popular checks are. Also read about different types of staff contracts being used.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/30/2008
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Skills Required To Be A Contact Center Agent
A few statistics on the different skills that are required to be a contact center agent.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/30/2008
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Applications
Information on different types of methods that are used to advertise positions and methods of screening. Read more to find out which methods are the most effective.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/30/2008
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Recruitment Advertising
Statistics on different methods that contact centers use to advertise for agent positions.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/29/2008
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The Competition For Contact Center Staff
Information about Contact Centers starting up in different regions, and the competition they will have.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/29/2008
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Recruiting Contact Center Agents
Find out different ways, including the most popular way, to recruit agents.
Author: Raj Wadhwani, ContactCenterWorld.com
Published: 12/28/2008
 
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