The Ascent Group, Inc.

Improving Front-line Performance 2009

Motivation, Measurement, and Discipline of Front-line Employees

Improving Frontline Performance 2009 report delivers the results of the Ascent Group's research on improving the performance of front-line customer-facing employees.

Find out how companies manage front-line customer service employee performance, including motivation, rewards, recognition, and discipline.

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

Improving Front-line Performance shares measurement approaches, best practices, lessons learned, and improvements. In addition, detailed results and analysis from our multi-industry survey are delivered in an executive summary format, featuring industry-level comparisons and company profiles.

Published: May 2009

List of Exhibits & Analysis

Download an executive summary from our research on people processes, Improving Front-line Performance

Benchmark Your Front-line Performance Processes