The Ascent Group, Inc.

Service Delivery Advantage

Improving Front-line Performance 2009

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)
  • 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
  • Lessons Learned
  • Top New Technologies

Improving Front-Line Performance 2009

On-line Version: $425

CD-Rom Version: $450

Printed Report: $495

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