02 Jun What if we don’t think CSAT measures agent quality?
Using CSAT to indicate an agent’s quality of work was historically challenging – as some customers left bad CSAT ratings for reasons outside of an agent’s control (the outcome, policy, or product etc). Additionally, each customer had individual definitions of good customer service, leaving CX professionals with no way of knowing if a given rating was based on unrealistic expectations (no one deserves 5 stars… ever). CSAT.AI provides three moments of truth for a granular understanding of your CX journey. Core metrics are scored automatically with uniform metrics, customer sentiment is measured as it changes during the engagement and afterwards, intelligent surveys are available for further analysis. CSAT.AI was created to provide a complete picture with actionable details for customer service agents to self train and to assist CX professionals running contact centers! We make CSAT work for you while helping your agents prevent bad customer service.