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CSAT



Acronym: CSAT

Definition: A measure of the overall satisfaction of the interaction or service.

Application:

  • An important measure of success and is vital method of feedback for process and product improvement.
  • Companies that devote energy and resources into determining it are more easily able to maintain a competitive position.
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    SEE ALSO - Topics Related to CSAT: 
    Service level, Quality monitoring scores, Number of calls offered, Forecasted calls/AHT vs. actual calls/AHT, Cost per contact, Metrics strategy and review, Introduction to the Call Center Metrics School, Blocking rate, Occupancy, Schedule adherence, Average handle time (AHT)


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