Customer support ops capture low CSATs for coaching insights
Customer support ops capture low CSATs for coaching insights
Customer support ops miss low CSATs for one agent, causing quality gaps and escalations. It logs every low rating in the CSAT tracker so ops prioritize coaching and investigate trends.
Overview
Missed low CSATs let quality issues fester and drive escalations. This workflow captures every four-star-or-lower conversation for a specified agent and records it in your CSAT tracker, enabling prioritized coaching and faster root-cause investigation. Managers report faster identification of problem trends and fewer missed follow-ups.
Notable Features
- Log low CSATs to spreadsheet
- Filter ratings by agent
- Flag repeat low ratings