Greetings!Ā
Our Team is brainstorming ways to integrate CSAT into our regular review process. We track CSAT, but the data remains unused because we favor IQS. However, I'm sure there are benefits to considering/sharing CSAT.
Do you create CSAT goals or share CSAT scores with your Agents? How do you use CSAT data if you track it?
Thanks!
We analyze the CSAT responses - any negative CSATs are automatically QA'd and the specialist coached as appropriate. We have a closed-loop process on all DSATs where we process the comments and look for opportunities to make improvements either internally or cross-departments. All CSAT information is transparent and viewable on a sheet for the entire team.