Evaluating your customer service representatives’ perspectives on serving customers, coaching effectiveness and productivity practices is key for your organization to equip them to provide a low-effort customer experience.
Gartner created the Rep Experience Survey, which includes a varied and diverse set of metrics covering all the critical behaviors needed for managing staff performance. Our survey can be customized across question modules to allow you to focus on what is most relevant to your business, whether it’s a little bit of everything or a deep dive into coaching behaviors.
The survey is a result of more than 12 years of studying the rep experience and covers a wide range of topics such as:
- Coaching effectiveness
- Coaching time spend
- Usability of rep-facing systems and tools
- Rep productivity practices
- Work-from-home dynamics and readiness
Download the sample report to learn more.