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So, why do we care, or what does this have to do with coaching CSAT? CSAT is a sampled metric, meaning we get surveys for some interactions but not all
In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES)
The benefits of a Modern CX approach include cost savings, lower AHT, lower attrition, and improved CSAT and ESAT. By leveraging today’s available technologies, agents will enjoy more rewarding interactions, and the customers they serve will, too
$50K saved moving from on-prem to on-cloud 27 Days record turnaround time 85+ % CSAT consistently met or exceeded Client background This large U.S. consumer electronics company specializes in home entertainment for the modern, connected customer
Quality Assurance (QA) and Customer Satisfaction (CSAT) scores are almost always at the top of a contact center’s “most important” measurements list for CX success...But shouldn’t QA and CSAT scores be closely tied together?
Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
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