This report explores how organizations can use conversation analytics to improve employee experience (EX) and retain talent. The Great Resignation, triggered by the Covid-19 pandemic, has caused disruption across industries, with 41% of the global workforce considering leaving their jobs. This can lead to skillset gaps and increased workload strain on remaining employees, which can create new pain points in customer journeys. The report suggests that enhancing EX through initiatives such as providing clear feedback and open communication with managers can lead to more positive customer experiences. The report also recommends including conversation analytics in a talent retention toolkit to address employee burnout and other issues.
