Traditional Voice of the Employee solutions focus on simply surveying employees on an ad-hoc or semi-regular basis. The CentraCX Voice-of-the-Customer platform uniquely incorporates processes to build employee engagement as part of everyday work and gives your team members a voice that is far louder than conventional surveys. We call this “Tribal Analytics”.
Unlike “conventional” employee engagement solutions, our VOE solution captures employee feedback on every customer interaction giving the frontline a voice and providing the opportunity to design for business improvement.
Our solution uniquely engages frontline teams for feedback and provides them with a powerful voice in the continuous improvement process. Our solutions capture corresponding agent feedback by providing the agent an opportunity to provide her or his own perspective on the specific customer feedback and then link the two pieces of feedback together. This linked combination of customer and employee feedback on every interaction creates even richer opportunities for your teams to understand, collaborate and improve the experience of your customers and employees
This is critical for business wide collaboration to drive ongoing improvement in organisational capability, products and processes.