Measure what matters: Employee satisfaction

Building better relationships with your customers starts with employees. For call centres, there’s a direct correlation between their performance, job satisfaction and high turnover. Attrition is a costly part of doing business, but there’s plenty you can do to reduce it by understanding its causes in your organisation.

Explore how to measure what employees are doing and how they feel about their work — and your organisation. You’ll learn how to reveal insights about employee satisfaction by:  

• Identifying the ideal average handle time and its true impact 
• Capturing feedback at specific moments in time with surveys
• Providing the right support to help employees improve service levels