What would you do if you could get a CSAT score for every customer interaction? MSC's Scott Vandendriesche shares how he's using Creovai's predictive CSAT scoring and customizable dashboards to show departmental leaders the factors impacting satisfaction--giving them the information they need to make smart CX decisions.
[0:00]
Scott
I couldn't wait to create some reporting and put it into the dashboards that each team was getting so that, on a team level, they could see what’s going well. How many satisfied calls do we have? How long does a satisfied call last versus a call that’s dissatisfied or neutral?
[0:27]
Scott
And then there are leaderboards for agents, showing who's leading the way so we can learn from their success. There's obviously something they're doing that's a little different that others could learn from.
[0:41]
Scott
We did a lot with that. We applied it to a lot of things like the acquisition dashboard as well. I think the biggest thing for us was identifying, “Where we are successful?” Where can we implement that [success] so that the level of satisfaction can roll out across departments and we can learn from each other.
