CCOs: Why Advocate for Downward CSAT Trends

30.04.2024

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Episode Summary

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.

Steven MacDonald Podcast Host

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Video's length

[00:51]
Introduction to Candace Wallace
[26:06]
Full Podcast Episode
[04:05]
Essential Strategies for Contact Center Growth
[02:21]
Rethinking KPI Standards: A Necessary Shift?
[2:49]
Real-time Data Drives Self-Service Success and Revenue
[3:22]
Balancing Tech & Human Touch in Customer Service
[1:59]
Agent Satisfaction: A Key to Customer Experience Success
[4:59]
Balancing Agent Satisfaction, Culture, & Turnover Dynamics
[2:36]
Adapting to Customer Needs: A Digital Age Success Blueprint
[0:57]
KPI Standards
[0:59]
Data & Revenue

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. So, you probably need more complex skill sets and competencies than before.

Candace Wallace Chief Customer Officer at Relias

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