By the Stats: Survey Reveals Customer Satisfaction, Recruitment, Training Findings

* 17 percent conduct call monitoring

* 7 percent conduct complaint analysis

* 7 percent track first-call resolution, and

* 10 percent don’t measure customer satisfaction.

2. Which channels are most successful for recruiting?

* 25 percent company Web sites/Intranets

* 24 percent print ads

* 14 percent employee referrals