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Episode 18 | Why You Shouldn’t Be Obsessed with CSAT
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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.
“My overall goal is to turn each of our customer interactions into data that the business can use to make other decisions about what’s going on.” - 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.
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