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Improving Front-line People Processes
List of Report Analysis & Graph Exhibits
- Improving People Processes — Findings & Trends
- Recommendations for Improvement
- Innovative or Winning Strategies
- Front-line Employees
- New Hires per year
- Countries Represented
- Industries Represented
- Union Representation
- Average Tenure (by Industry)
- Annual Average Turnover (by industry)
- Days-to-Hire (by Industry)
- Cost-per-Hire (by Industry)
- Percent Interviewed (by Industry)
- Percent Hired (by Industry)
- Candidate Acceptance Rate (by Industry)
- Front-line Starting Wages (by Industry)
- Starting Wages-Market Comparison
- Starting Wages-Market Comparison — Union
- Use Outside Firm?
- Most Successful Recruitment Channels
- Pre-hire Screening & Testing?
- Top Pre-hire Testing & Assessment Approaches
- Identifying Customer Service Personality & Skills
- Conveying Job Expectations to Candidates
- Key Attributes of Customer Facing Employees
- Recent Improvements to the Recruitment Process
- Recent Changes to Screening Requirements
- Top 5 New Recruitment & Hiring Technologies
- Measuring Quality of Hire
- Improving Be-lingual Recruitment
- Temporary to Permanent Hiring Strategy?
- Budgeted Training Dollars per Employee
- New Hire Training Cost per Employee
- New Hire Probation Period
- Average Time-to-Standard (by Industry)
- # New Hire Training Sessions per year
- Average New Hire Class Size
- New Hire Total Training Days (by Industry)
- New Hire Training Composition
- New Hire CBT (by Industry)
- % Customer Service Training
- Training Tests?
- Flunk Out of New Hire Training?
- New Hire Training Program Failure
- Refresher Training Cost per Employee
- Refresher Training Days (per year)
- Refresher Training Sessions per year
- Refresher Training Class Size
- Refresher Training Composition
- Required Training for Transferred Employees
- Certification Program?
- Progression-based Pay?
- Job Rotation Program?
- Supervisory Training Program?
- Most Effective Soft Skills Training
- Difficult Customer Training
- Most Effective Job Aids & Training Tools
- Top New Technologies
- Measuring Training Success
- Customer Service Entry Level Job?
- Establishing Standards of Customer Service Performance
- Key Attributes of Customer-facing Employees
- Key Customer Service Metrics
- Frequency of Performance Reviews
- Offer Incentives & Rewards?
- Incentives & Rewards
- Incentives & Rewards Participation
- Disciplinary Actions
- Disciplinary Triggers
- Determining Customer Satisfaction
- Track Customer Satisfaction with Front-line Employees?
- Determining Employee Satisfaction
- Employee Satisfaction Survey Frequency
- Approaches to Determining Employee Satisfaction
- Helping Employees Deal with Stress
- Top Front-line Employee Retention Tecniques
- Employee Involvement Opportunities
- Recent Improvements to the Performance Management Process
- Top 5 New Technologies to Improve Performance Process
- Top Plans for Improvement
Improving Front-line People Processes
On-line Version: $525
CD-Rom Version: $550
Printed Report: $595
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