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We are pleased to present the findings of a comprehensive salary survey of management-level positions in IT, call center, and customer service. The survey was undertaken by Jacada during the second half of 2013 and included 130 participants. Sixty five percent of managers surveyed had over 10 years of experience The survey examined a three-year window of salary ranges, including bonuses and raises, with the goal of providing a snapshot of current salary earnings and future expectations.
Several prominent factors for salary earnings were looked at during the course of the survey including: Education, industry, company size, location, and number of employees managed. Other qualitative factors were also gauged such as job stability and job satisfaction. The impact of job training and the company's adoption of new technologies were also addressed in the survey.
This survey also focused on the business side, addressing issues such as call center performance, agent training, employee attrition and implementation of new customer service technology.
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