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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 104: Going Beyond the Numbers to Improve the Employee Experience

Rae Ann Bruno  (President, Business Solutions Training, Inc.)

Location: Grand Ballroom 114

Date: Wednesday, May 18

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Session

Vault Recording: TBD

Audience Level: All

IT tends to measure employee experience by the numbers. How quickly did we respond? How many changes were successful? How high is our first contact resolution? Did we implement on time and on budget? These metrics may tell us efficiently we're working, but they don't measure the employee experience.

Employees today are expecting to be productive and connected: connected to their colleagues, connected to their customers, and connected to anything that helps them do their jobs. Their experience is not limited to transactions or the numbers that measure them.

Providing technical solutions and measuring efficiency won't improve the end-to-end experience. Attend this session to learn about the key components for improving the employee experience and how to effectively go beyond the numbers to understand and improve the experience. Discover who needs to be involved, how to get started, what role operational metrics play, and how to measure sentiment and improve the overall experience.