CCOs: Why Advocate for Downward CSAT Trends

Contact Center Perspectives🎙️

Candace Wallace, Chief Customer Officer at Relias, discusses the importance of putting the customer at the center of contact center scaling and the role of self-service in meeting customer needs. She emphasizes the need for personalized experiences based on data analysis and customer feedback. Wallace also explains why downward trends in metrics like CSAT can be beneficial when focusing on complex issues that require live agent assistance. Additionally, she highlights the significance of agent satisfaction and company culture in delivering exceptional customer experiences.

“Your average spend may go up when you consider per agent because the reality is that when you remove the low-complexity items, all that’s left is highly complex, which means you probably need more complex skill sets and competencies than you’ve had before.” - Candace Wallace

Effectively scaling and expanding a contact center requires prioritizing customer experience and understanding interactions across channels and teams. Self-service options and personalized experiences are crucial for meeting customer demands and streamlining interactions. Data analysis helps improve self-service capabilities, reducing handle time and customer effort. Skilled agent intervention is necessary for complex cases, requiring investment in training and proficiency. Nurturing agent satisfaction and fostering a positive company culture is equally vital for delivering exceptional customer experiences and reducing agent turnover.