wrcarroll

Quit Behavior in Contact Centres Affected by Culture

2008-03-23T09:42:00.011-03:00

Hello everyone,

Contact Management Magazine's Jan/Feb 2008 issue highlights some of our insights about the effects of organizational culture on firm performance. Check out the latest issue by visiting Contact Management Magazine's website here and view our article on page 22.

As we continue to examine the relationship between culture and various organizational performance indicators, we will provide you with reports and articles. You can access our latest article here about how organizational culture affects quit rates of employees in contact centres in Canada.

Sincerely,
Wendy

Does culture matter in contact centres?

2008-01-02T08:55:00.002-04:00

In our recent study about HR, organizational culture and performance, we found that organizational culture does affect overall performance. This finding is consistent with findings from Workopolis' 2007 survey, which revealed that organizational culture was almost twice as important as job satisfaction for sustained employee engagement.

Click here to access a copy of the report.

Please contact me via email should you have any difficulty connecting to this link.

Sincerely,
Wendy

Contact Centres in Canada - 2007 (Report 1)

2007-12-04T19:28:00.003-04:00

Hello everyone

We are pleased to provide you with the Executive Overview from the initial report about HR in Contact Centres in Canada. Report 1 provides you with information about the current landscape of Contact Centres in Canada based on data collected in 2007. Simply click here to view the Executive Overview of the report. The download may take a few seconds but just scroll down the screen to the download button and click on it to access this report overview.

If you would like a copy of the full report, simply click on the link below to complete the survey and a copy of the full report will be sent to you within 24 hours.

Learning more about HR in Contact Centres in Canada:
http://athena.smu.ca/survey/wrcarroll/mainsurvey.htm

Operations and HR managers in Contact Centres in Canada are welcome to participate in the survey. For participating, you will receive a detailed copy of this report, along with future releases of research in this area. Also, from now until December 21, you will be given the opportunity to enter a draw to win a $50 gift certificate from Chapters Indigo.

Please visit this blog for future updates about Contact Centres in Canada. You can subscribe for updates by providing your information in the subscribe link at the upper righthand corner of this page.

We look forward to your feedback and continued interest in this project.

Sincerely,
WRCarroll

Coming soon - Canadian Contact Centre Study Findings 2007

2007-09-15T16:31:00.000-03:00

Hello

We are delighted to welcome you to our blog, which will focus on news, updates and research relating to contact centres in Canada.

Over the past several months, we have been conducting a study across the country. Response to date has been immense, which will lead to an extensive, up-to-date 2007 view of the Contact Centre landscape in Canada. The survey will be concluding soon and the report will be available to participants by the end of November. However, there is still time to complete the survey so that you may also receive the full detailed report of the findings.

Simply click on the link below to begin:

Learning more about HR in Contact Centres in Canada
http://athena.smu.ca/survey/wrcarroll/mainsurvey.htm

The survey takes about 12 minutes to complete. Operation and Human Resource managers in contact centres in Canada are welcome to complete it.

Stay tuned for more updates of these most recent findings about contact centres in Canada.

Sincerely,
WRCarroll