The Ascent Group, Inc.

Improving Front-line Recruitment 2007

Finding the Right Individuals to Deliver "Top-Notch" Service

Now available as an individual section of Improving Front-line People Processes, this report delivers the results of the Ascent Group's research on improving the recruitment, selection, and hiring of front-line customer-facing employees. More than 50 companies from all industries participated in this research.

Find out how companies recruit and hire customer-oriented employees, including:

• What recruiting channels work best to attract qualified candidates?
• What are the key hiring attributes for front-line employees?
• Do you use pre-hire assessment instruments?
• How do you identify the right attitudes and skills?

Improving Front-line Recruitment 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.

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

Benchmark Your Front-line People Processes

Improving Front-line Training 2007

Now available as an individual section of Improving Front-line People Processes, this report delivers the results of the Ascent Group's research on improving the training and development of front-line customer-facing employees.

Find out how companies train and develop employees to deliver superior customer service, including:

• Any special training to deal with difficult customers or escalated situations?
• What development opportunities are available to front-line employees?
• Do you use training assessment instruments?
• How do you reinforce the right attitudes and skills in your training program?
• How are candidates selected for supervisory or coach training?

Improving Front-line Training shares training and development 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.

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

Benchmark Your Front-line People Processes

Improving Front-line Performance 2007

Motivation, Measurement, and Discipline of Front-line Employees?

Now available as an individual section of Improving Front-line People Processes, this report delivers the results of the Ascent Group's research on improving the performance of front-line customer-facing employees.

Find out how companies manage front-line customer service employee performance, including motivation, rewards, recognition, and discipline.

• What incentives or awards are offered to encourage above average performance?
• What actions trigger disciplinary action?
• How are customer service standards of performance established?
• What are the key customer service metrics tracked for each employee?
• What techniques have been effective in helping employees deal with stress?

Improving Front-line Performance 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.

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

Benchmark Your Front-line People Processes

Published March 2007

Also available: Complete Report —
Improving Front-line People Processes