Customer satisfactionMeasuring customer satisfaction in the call center: Expert advice <<previous|next>>
Contact center employee satisfaction
There are a number of different mechanisms contact centers use to measure employee satisfaction. Unfortunately, turnover is probably the most typical "metric" of employee satisfaction. Beyond that, surveys, focus groups (generally run by outside resources), exit interviews, and suggestion boxes are typical tools used. I would say a "best practice" is to survey your employees routinely (e.g., twice per year) and to do a contact center specific survey, rather than a general corporate survey.
That way you can get at the things that matter most to the center.
03 Feb 2006