))
Episode 18 | Why You Shouldnât Be Obsessed with CSAT
Manage episode 436384786 series 3565299
InnehÄll tillhandahÄllet av wow24-7.io. Allt poddinnehÄll inklusive avsnitt, grafik och podcastbeskrivningar laddas upp och tillhandahÄlls direkt av wow24-7.io eller deras podcastplattformspartner. Om du tror att nÄgon anvÀnder ditt upphovsrÀttsskyddade verk utan din tillÄtelse kan du följa processen som beskrivs hÀr https://sv.player.fm/legal.
Michael Fulvio, Director of Customer Experience at SNIPES, advises against the usual focus on Customer Satisfaction (CSAT) as a KPI. He stresses using diverse data points like incident rates, first reply times, and fulfillment metrics to address customer issues, improve operations, and drive revenue, thus enhancing the customer experience. By broadening the scope of performance measurement, businesses can gain a more comprehensive understanding of their strengths and areas for improvement.
âMy overall goal is to turn each of our customer interactions into data that the business can use to make other decisions about whatâs going on.â - Michael Fulvio
Navigating contact center operations requires a multifaceted approach beyond conventional metrics, focusing on customer interactions. Organizations can unlock growth and customer loyalty by prioritizing data-driven decisions, nurturing agent retention, and integrating community engagement. Leveraging these insights will be essential for sustainable success and delivering exceptional experiences that resonate deeply with customers.
27 episoder
Dela
