From The Sip Trunking Experts

TMCNet:  Call Center Agent Turnover, Retention and Productivity Survey Launched by The International Customer Management Institute

[January 30, 2012]

Call Center Agent Turnover, Retention and Productivity Survey Launched by The International Customer Management Institute

COLORADO SPRINGS, Colo., Jan. 30, 2012 /PRNewswire via COMTEX/ -- The International Customer Management Institute (ICMI), launched its 2012 Call Center Agent Turnover, Retention and Productivity survey in an email solicitation to call centers and vendors around the world and online at

This survey examines actionable data and key trends that will help call center and customer care managers, directors and executives make critical decisions, implement new processes and update old ones to ensure that agents have a long and productive career in the call center.

This research revisits one of the call center industry's most popular topics, following up on ICMI's 2007 research initiative on agent turnover and retention.

"Every call center professional knows the impact--and challenge--of keeping good agents and making sure they can perform at their best," said Layne Holley, ICMI's Director of Community Services. "With this research initiative, we hope to help contact center and customer service leaders drive performance in cost saving and customer satisfaction and loyalty. To do that, we need to understand how organizations are motivating, developing, retaining and supporting their agents." Respondents completing the survey between today and Wednesday, February 1, 2012 at 11:59pm EST will be entered into a drawing to win one (1) All-Access Pass to ACCE 2012 ( (a $2,495 value) and one (1) Kindle Fire (a $199 value). The winner will be notified by phone or email and be announced in ICMI's weekly e-newsletter Call Center Insider ( on February 9, 2012.

All respondents who complete the survey by Friday, February 24, 2012 will also be entered into a drawing to win one (1) 8GB iPod Touch (a $199 value) and ICMI's Virtual Library, which includes all 2010/2011 ICMI research reports, plus the report generated from this survey, 12 Traits of the Best Managed Call Centers and the Call Center Management on Fast Forward eBook (a $1,044 value). The winner will be notified by phone or email and be announced in ICMI's weekly e-newsletter Call Center Insider ( on March 1, 2012.

This is an anonymous survey; individual responses will remain confidential and will not be shared or stored.

In May 2012, a free whitepaper on the survey results will be posted on, and the complete research report will be available for purchase.

Additionally, results and commentary will be presented around the world via a live webinar and podcast (look for these at and

Funding for the survey is provided by Avaya ( (The underwriter, Avaya, does not have access to individual survey responses, nor will they be shared with the underwriter.) About ICMIThe International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, awards and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development. For more information, visit

About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness.

Learn more about Avaya at

SOURCE The International Customer Management Institute (ICMI)

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