This tool allows you to compare the satisfaction

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Unformatted text preview: of precious time in confronting technology and implementation issues. In most cases, we can launch Echo in just 60 days. Recommended for: All contact centers that are interested in leveraging customer feedback to improve customer satisfaction. For more information call: 805.614.0123 Ext. 62. Copyright © 181 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report 5. FairCompare™ Agent Satisfaction Benchmarking Finally, BenchmarkPortal introduces a new benchmarking tool designed specifically for Contact Centers. This tool allows you to compare the satisfaction results of your Contact Center agents to the results of other Contact Center agents! As a Contact Center Professional, you know the importance of retaining your talent. Our FairCompare™ benchmarking surveys and reporting system quickly pinpoint areas of risk to proactively resolve them. FairCompare™ lets you compare your Contact Center agents based on any category captured, including: • • • • • • Tenure Age-range Job Title Skill-set Supervisor And lots more! FairCompare™ provides the ability to compare your Contact Center results to those of agents who’ve already participated in the survey. And when our database is sufficiently populated, you will also be able to compare your results to: • • • • • Your Peer Group Your Industry Best-in-Industry Your Demographic Region Similar Environments Customizable, always available, Online Reporting is a central feature of FairCompare , providing results that you can act on quickly. Survey results help you pinpoint exact areas to focus on for immediate improvement initiatives, giving you the “Why” behind each “What.” ™ • Contact centers that are experiencing change management issues. • Centers with high agent turnover rates. • Recommended for: Centers that seek to be regarded as employers of choice. For more information call: 805.614.0123 Ext. 63 or visit and click on the FairCompare logo. © Copyright 2005 BenchmarkPortal, Inc. 182 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing 6. Benchmarking 201: Your Competitive Advantage This NEW hands-on workshop is for all call center professionals who need a sound benchmark methodology to audit current performance results, then prioritize solutions toward achieving a competitive ROI. Participants will calculate the cause/cost of poor/excessive performance by case studies and quantify a 30-day impact plan. Attendees earn Certification as a Benchmark Spet through Purdue University’s Center for Customer-Driven Quality. What Will I Learn? • Benchmarking the Difference: Satisfaction, Retention, Operations, Cost containment • Competitive Performance: Peer Reports, Gap analysis on effective/efficiency metrics • Solutions Sa...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University.

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