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Articles - Customer Satisfaction (CSAT)

Discover our range of materials on measuring and improving CSAT scores in contact centres.

33 Quick Wins for Performance and Quality

kpi definition

What is a Key Performance Indicator (KPI)?

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Top 10 Customer Experience KPIs

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The Top 10 Most Important Call Centre Metrics

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Customer experience concept. Five stars and color figures.

The Five Cs of Customer Service

7 Ways to Deal With an Angry Customer

Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric

How to Apply Quality Monitoring to Webchat

What is a Spike in Call Volumes?

Debunking the Customer Effort Score

10 Things They Won’t Tell You About Live Chat

The Best Ways to Improve First Contact Resolution

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What KPI is the most valuable in improving NPS / CSAT?

The Most Valuable KPI to Improve NPS/CSAT

9 Strategies to Improve Customer Satisfaction

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Dissatisfaction (DSAT) Analysis

A Complaining Customer is Your Most Important Customer

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The Best Ways to Carry out a Customer Satisfaction Survey

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The Customer Hierarchy of Needs

Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction

The Best Words to Rescue an Unhappy Customer Experience

Top Customer Service Strategies – No. 3 Recognise the Importance of Customer Loyalty

How to Stop Advisors Rushing Through Calls at the End of Their Shifts