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New study: The Evolution of Contact Centres
Updated February 2010

We are embarking on a new study in Summer 2010 to examine how the state of the contact cenre industry has evolved since 2006. This is a follow-up to our 2006 study, The Canadian Contact Centre Industry: Strategy, Work Organization and Human Resource Management (PDF)

The focus of the new study is on examining which management practices predict better performance outcomes (such as quit rates, customer satisfaction, sales growth, call handling time) in contact centres. Topics of interest will include best practice approaches in: (1) skills and training, (2) the use of technology and work design, (3) staffing practices (such as the use of full time, contingent, and part-time employees), (4) wage levels and compensation strategies (such as performance-based pay), and (5) the role of the union in contact centres, where unionization exists.

We are in the process of selecting contact centres to participate in our next phase of research. Click here to find out more about the study. If you are interested in participating, please fill out the following form.



New Study: Knowledge Management in Canadian Contact Centres
Updated June 2008

This study analyzes how managers in contact centres ensure that customer service representatives have all the skills and knowledge necessary to provide high quality customer service.

We believe this is a particular challenge in the contact centre industry because the information that customer service representatives must use is often complex and rapidly changing. Further, the uses 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