Voice-of-the-Employee

Our solution uniquely engages frontline teams for feedback and provides them with a powerful voice in the continuous improvement process

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Give your frontline team members a voice in the customer journey

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 with 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.

Understand & action employee feedback with Tribal Analytics

Tribal Analytics engages employees in the process of understanding and contextualising customer feedback to drive continual business improvement. With Tribal Analytics customer feedback is delivered in real-time to the same employee that provided the service. The employee is provided with the opportunity to respond to the customer feedback and incorporate not only context but also improvement opportunities for themselves as well as business product and process. The employee’s manager, team leader or other relevant stakeholders engage with the employee’s feedback to help shape specific improvement actions.

With most employee dissatisfaction a direct result of disempowerment and disengagement Tribal Analytics builds a direct connection between customers, employees, managers and the business. Managers not only understand their employee’s concerns but through the process of active engagement are provided with valuable insights to address any underlying issues.

Understand & action employee feedback with Tribal Analytics

Tribal Analytics engages employees in the process of understanding and contextualising customer feedback to drive continual business improvement. With Tribal Analytics customer feedback is delivered in real-time to the same employee that provided the service. The employee is provided with the opportunity to respond to the customer feedback and incorporate not only context but also improvement opportunities for themselves as well as business product and process. The employee’s manger, team leader or other relevant stakeholders engage with the employee’s feedback to help shape specific improvement actions.

With most employee dissatisfaction a direct result of disempowerment and disengagement Tribal Analytics builds a direct connection between customers, employees, managers and the business. Managers not only understand their employee’s concerns but through the process of active engagement are provided with valuable insights to address any underlying issues.

Drive employee engagement

Much of employee disengagement comes from disempowerment which is the result of having no voice or being ignored. Tribal Analytics directly addresses these issues by providing employees a loud voice backed by the strength of matching customer feedback.

Utilising our VOC’s collaboration capabilities managers from all over the business can communicate directly with staff to demonstrate to them how their voices, and customer feedback, has resulted in direct business change. This creates a self-reinforcing cycle that builds employee empowerment and engagement.

This matched feedback has two significant business benefits:

  • improves the experience, products and services provided to customers, and
  • increases employee engagement, performance and retention leading to reduced employee costs

CentraCX VOC incorporates gamification mechanics providing badges, rewards and wider scale recognition when customer feedback goals are met.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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