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?

Editor

Call Centre Helper

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

https://www.callcentrehelper.com/involve-agents-in-operations-and-strategy-90664.htm

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