The Path Forward: Measuring your new front line

Revisit our broadcast to hear how organizations have already started to measure and improve customer experience with the new (post Covid) front line.

The author(s)

  • Becky Harris Vice President, Canada, Mystery Shopping
  • Steve Levy Chief Operating Officer, Canada
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In this episode of our The Path Forward webinar series we focus on measuring and improving customer experience with front line staff.

In the current climate, vast numbers of customers are moving from face-to-face settings to remote channels – including both contact centres and digital.  The number of day-to-day interactions is increasing, and so too are the more complex enquiries, including those of a sensitive nature.  All of this has huge logistical implications for organizations, as well as significant impact on the quality of the customer experience given. View our on demand webinar to hear how organizations have already started to measure these remote channels and draw lessons that have helped improve the customer experience with the new front line.

The author(s)

  • Becky Harris Vice President, Canada, Mystery Shopping
  • Steve Levy Chief Operating Officer, Canada

Customer experience