The quality of each experience, reflected through CSAT scores, is what matters – and WFO is essential
Effective workforce optimisation (WFO) could mobilise agents in a manner that they deliver the best possible CX and accrue a high CSAT rating. In fact, this was the top priority for WFO implementation as per a recent Verint report, ahead of the need to improve agent productivity. The number of companies focused on leveraging WFO for CX increased by 7 percentage points in two years, while those prioritising agent productivity decreased by 8 percentage points within the same period.
In other words, it’s no longer enough to keep your service levels high and your average handling time (AHT) very low. The quality of each experience, as reflected through CSAT scores, is what matters – and WFO is an essential ingredient to achieve this.
Customer satisfaction or CSAT is a key performance metric across customer-facing functions, be it marketing, sales, support, or even customer success. According to the CMSWire State of Digital Customer Experience 2021 survey, CSAT is the second-most popular KPI for measuring CX (39%), after core business growth indices like revenue or renewals.
CSAT can be defined as a KPI that quantifies how satisfied a customer feels after making a purchase, using a product, or interacting with an agent, rated on a scale of 1-10 or 1-5. For contact centres, CSAT indicates:
An incorrectly configured WFO system could cause agent overburdening or too much idle time or even a customer-agent mismatch that will negatively impact your CSAT.