1. Ascent Group, Inc. Frontline Performance Benchmarking Survey

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The Ascent Group is conducting benchmarking research to better understand performance measurement and management of front-line customer service employees. The main objectives of the study are to identify “best practices” and to understand how best-in-class customer service organizations measure and manage the performance frontline customer service employees. Secondary objectives include understanding:

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

Share your experiences by participating in our benchmarking research. See how your frontline performance management practices compare to our database of best practices and best performers. We are especially interested in companies that are innovative and successful in the measurement and management of front-line employee performance.

There is no cost to participate. The result of this effort will be captured in our report, Improving Front-line Performance 2009. This is a blind study, your data will be coded and protected in the final report.

If you have any questions, please contact Christine Kozlosky at ckk@ascentgroup.com

For more information about our company, please visit www.ascentgroup.com.

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