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.
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 | The Middle Manager in Outsourcing and OffshoringResearch conducted by the London School of Economics regarding what do Middle Managers (MMs) do and what are their roles in making an outsourcing arrangement successful.Author: Leslie Willcocks, | Published: February 24, 2010 |
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| Giving Agents Access To InformationFind out how many companies do, and do not provide their agents with access to information, and also what kinds of information there are to provide. | Published: January 8, 2009 |
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| Suggestion Boxes And Feedback To ManagementInformation on who actually uses suggestion boxes, or prefer other methods. Also find out how many companies give their agents scripts to help them deal with inquiries and requests. | Published: January 8, 2009 |
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| Monitoring AgentsResearch about different ways to monitor your agents for performance and productivity. | Published: January 8, 2009 |
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| Top Reasons For Agent TurnoverResearch on the top reasons why agent turnover is so high, and also information on how to try and keep the turnover low. | Published: January 7, 2009 |
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| Agent TurnoverFind out the average turnover rate for agents per annum, region and information on exit interviews. | Published: January 7, 2009 |
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| Absenteeism In The Contact CenterFind out the average percentage of working days lost per agent per year, per year by region, and per year by sector due to absenteeism. | Published: January 6, 2009 |
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| Staff MoraleFind out how many people actually measure staff morale, and also many different ways to keep your staff motivated. | Published: January 6, 2009 |
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