The Ascent Group, Inc.

Improving Front-line People Processes 2007

Recruitment, Training, & Performance

Improving Front-line People Processes will deliver the results of the Ascent Group's 2nd annual research on recruitment, training, and performance of front-line customer-facing employees. More than 50 companies from all industries participated in this landmark research.

Find out how companies recruit and hire customer-oriented employees; how companies train and develop employees to deliver superior customer service; and how companies manage front-line customer service employee performance, including rewards and recognition as well as discipline.

Improving Front-line People Processes shares measurement approaches, best practices, lessons learned, and improvements. In addition, detailed results and analysis from our multi-industry survey are delivered in an executive summary format, featuring industry-level comparisons and company profiles.

Published March 2007

Download an executive summary from our research on people processes:
Improving Front-line Training
Improving Front-line Recruitment & Hiring
Improving Front-line Performance

List of Analysis & Exhibits

Table of Contents

Benchmark Your Front-line People Processes

Also available: Individual sections of the report —
Recruitment, Training, and Performance