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
With thanks to Jonty
Author: Jonty Pearce
Published On: 12th Apr 2022 - Last modified: 26th Feb 2025
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