Tagged: CSAT

A Critical Disconnect: If Customer Satisfaction Really Matters…

By Liz Osborn

Losing customers to the competition should be your greatest fear. The cost of attracting new customers is significantly greater than retaining your existing ones. In addition, depending on your business, word of mouth referrals will often account for a large percentage of new business growth. All the more reason to keep customers satisfied, loyal to your company, and advocates for your brand. Most contact center leaders have caught on Continue reading

How Call-Back Systems Can Increase Customer Satisfaction Scores (CSAT)

Guest Post by Joanna Jones of MHI Global

With customer service trends changing at lightning speed it is sometimes easy to miss the straight forward task of delivering excellent customer experiences. Take for instance call-back systems. It doesn’t matter how much money is invested in infrastructure and training agents if your customers are abandoning their calls out of frustration because of long wait times. Continue reading

3 Reasons Why Customer Satisfaction Starts With The Agent Experience

As a contact center manager, you’re always seeking to balance two separate factors: You want your agents to provide a superior customer experience, and you want them to perform as cost-effectively as possible. With these twin goals in mind, you probably monitor such metrics as first-call resolution and average call handling time. The fact is, however, that the most important basis for both customer satisfaction (CSAT) and agent performance is the general well-being of your contact center agents. A recent ICMI study shows: Continue reading