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.

Involve Agents in Operations and Strategy

With thanks to Jonty

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 4th May 2022
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