Study Results
Thank you to all of our research participants.
We have concluded the first phase of a multiyear study on employment practices in Canadian contact centres, and you can read our findings from our Canadian study, and compare the Canadian findings with those from the other countries participating in the Global Call Centre Study.
We are in the process of selecting contact centres to participate in our next phase of research. If you are interested in participating, please fill out the following form.
New Project (June 2008):
KNOWLEDGE MANAGEMENT IN CANADIAN CONTACT CENTRES
Study's Objectives
The study analyzes how managers in contact centers ensure that customer service representatives have all the skills and knowledge necessary to provide high quality customer service. We believe this to be a particular challenge in the contact center industry because the information that customer service representatives must use is often complex and rapidly changing. Further, the use of part-time and temporary workers, as well as high rates of absenteeism and turnover, create additional challenges around knowledge management. We hope to identify best practices regarding how to manage knowledge in this environment. Specific firm practices and outcomes that we will examine include HR practices, knowledge management practices, absenteeism, turnover and service quality. For more information about this project and participation opportunities click here.
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Interview with Ann C. Frost
