Most companies look to the measurement of CSAT (Customer Satisfaction) as a metric for determining how effective their contact center is, or is not. But what does that really mean? Does it tell you anything about the customer? No, the measurement simply tells you if you met the customer’s expectations. But how do you meet every customer’s expectation when each is unique? In today’s marketplace, consumers are demanding more and more from their contact center interactions. They want timely and accurate resolutions to their ever-changing needs.
Businesses experience many challenges in their contact centers as they try to provide the best customer service possible. In a previous blog, we covered the challenge of attrition in the contact center. (https://www.blueworx.com/resolving-the-contact-centers-top-challenges-with-ai/) An additional factor in keeping customers and employees satisfied and engaged is the self-service experience.
Contact Centers experience many challenges across business units as they try to satisfy customer expectations. Keeping your customers happy and loyal can be a huge differentiator for your business. On the other hand, keeping your agents happy and engaged is another challenge that is often overlooked when talking about customer experience.