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By the numbers - the unintended consequences of "measuring what matters"

30 Nov 2023
Employee & Customer Experience Theatre
Customer Experience & Engagement , Leadership & Culture

In the last four years, we've seen a global pandemic, heightened vulnerability, and economic and societal pressures drive huge changes in our society and our industry.

Our response to this has been to implement tech that reduces admin work and focuses on value-add interactions across more contact channels. Additionally, we've mandated more training, to really build expertise and productivity in our operational teams to try and deliver better service experience and reduce customer effort.

The outcomes, however, have been to demotivate our employees, to reduce our customer satisfaction, and to spend more money than ever on tech that we don't use properly.

Join Pete Dunn as he explores the need to build more sustainable Contact Centres, that start with a holistic approach to employee and customer well-being.

Pete Dunn, Head of Client Engagement - BPA Quality