Backstage, Onstage
Staff feedback beside customer feedback, so you fix the causes they share.
The job
Puts what staff say about a site beside what its customers say, pairs themes with a shared cause, and fixes them jointly with an HR owner and an operations owner. Once enough fixes are proven, uses staff feedback as a two-week early warning.
The moment
Staff feedback about a site is set beside its customers' feedback. At one site, 40 staff say "the system freezes and we get the blame".
That site's customers complain of being on hold forever three times as often as customers at a similar site.
The CRM fix ships. Six weeks later the HR head shows the CEO that both sides went quiet in the same fortnight.
Then the HR head replays last season, when a build-up of staff complaints would have been flagged 14 days before customers started complaining.
What it does
- Open a joint fix
- Announce the fix to staff
- Send the client a note
- Request a staff move
- Refresh employer reviews
What you see
Staff feedback above and customer feedback below, with lines linking shared themes, a two-sided fix ledger and a forecast cone once its track record earns it
What it moves
Yearly agent attrition at the site and customer complaints about being on hold or not helped per 1,000 contacts, priced together in dollars as attrition cost plus SLA credits avoided.
Built for
- HR & employee experience
- Executives & leadership
- Operations
- Contact-centre operations
