Agent Focus Group

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Agent Focus Group

I want to contact an agent focus group to determine their pain points and determine what we need to look for in new Contact Centre technologies. What are the best questions to ask them?

Question asked by angela

Ideally Keep the Questions Quite Open

The questions that you can ask are similar to what you would ask in an employee engagement survey. It may be worth checking your employee surveys to see if that can give you any clues.

These links could help give you some guidance.

https://www.callcentrehelper.com/how-do-i-measure-employee-engagement-84173.htm#questions

Involve Agents in Operations and Strategy

With thanks to Jonty

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Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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Agent Focus Group

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Agent Focus Group

Ideally Keep the Questions Quite Open

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