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Service & Support Employee Experience Diagnostic
Use the Employee Experience Diagnostic to:
Increase employee productivity
- Enhance coaching effectiveness
- Improve technology and organizational support
- Optimize superivsor time spend to increase efficiency
Improve retention
- Identify the drivers of attrition
- Elevate the employee value proposition
- Assess employee engagement and burnout
Identify and resolve skill and training gaps
- Prioritize high-impact skill development
- Measure training and onboarding effectiveness
- Enhance customer outcomes by improving agent effectiveness
Improve efficiency and customer outcomes across 4 sections:
Coaching & Development
Understand the quality of the coaching that agents and supervisors receive and the organizational capabilities to support effective coaching.
Tools & Enablement
Identify gaps in agent and supervisor training and explore opportunities to further enhance your tech stack to increase employee efficiency.
Culture & Engagement
Assess the current state of the organization’s culture, employee engagement, and the leadership capabilities necessary to drive productivity and navigate change.
Employee Value Proposition
Understand how your employees view the value of the organization and key drivers of retention.
What You Get
Robust reporting
Receive a comprehensive picture of the frontline experience - synthesizing agent and supervisor feedback - to measure overall health.
Ongoing access
Retain a historical perspective with repeat participation and monitor trends with updated benchmarking.
Interactive results platform
Explore your results on the Gartner Employee Diagnostics Platform to compare custom segments of your data (e.g., tenure, role, business unit, etc.).
Action planning with an expert
Our experts will help you analyze your results and extract insights. Identify strengths, opportunities, and take actionable steps to improve employee productivity and customer outcomes.
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Drive stronger performance on your mission-critical priorities.