Recap of May 10, 2012 for our next Local Chapter Meeting.

Guest Speaker was Penny Reynolds from The Call Center School. 

This session focused on:  Workforce Insights - Taking a Look at Employee Satisfaction Surveying.  

Many organizations spend much effort doing customer satisfaction surveys - and they should! However, there's an often overlooked group whose satisfaction has a huge impact on how happy customers are and how effectively the center operates, and that's the frontline employees. Many help desks and call centers don't survey frontline staff regularly and some that do simply rely on HR designed surveys that are way too general in nature and don't take into account the unique factors that impact job satisfaction and morale in a call-handling environment. Employee satisfaction is critical to your business's success and it's important to do this often and to do it right. In this session you will learn about the ten components to ask about on a call center pr help desk employee survey, including the questions to ask about the scheduling process, performance metrics, supervisory relationships, and many other areas. Hear some interesting results from real-life employee surveys and how organizations have acted on information to create a happier, more effective workplace.

Our Next meeting is September 13th.  Registration will begin August 9th