How To Report

A Human-Centered Assessment Of Customer-Facing Employee Performance

April 28th, 2022
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
With contributors:
James McQuivey, PhD , Anjali Thomke , Rachel Birrell

Summary

Whether in the call center, the healthcare clinic, or the retail setting, customer-facing employees are on the edge of burnout. They are also more aware of their worth and career options than ever. This report offers a method to understand employees’ experiences, identify the root causes of daily pain points and underperformance, and prioritize opportunities. Follow this simple research approach to be both strategic and tactical as you improve daily work journeys and better retain this crucial talent.

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