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How Centricity Improved CSAT by 15% and Cut Callbacks by 4% Using Data

Date: Thursday, October 7

Time: 3:00pm - 3:45pm

Pass Type: Digital Standard Pass - Get your pass now!

Track: Solutions Spotlight

Session Type: Solutions Spotlight

Vault Recording: TBD

I hate to break it to you, but your customers don’t want to talk with you. I’m sure you’re wonderful and always happy to help. But, no one really enjoys reaching out to customer service, because it typically means an expectation wasn’t met. So if they do reach out, they really only want to interact that one time, watch you solve the problem of world peace and go about their merry way.

Centricity, a new home warranty provider that has a mid-sized contact center, found the best way to impact customer satisfaction is to help folks get better answers faster (and, in turn, reach out less). Enter Active Contact Resolution. ACR is like FCR after a glow up. It’s agent controllable and has a direct correlation to CSAT. And, it helped Centricity improve CSAT by 15%.

Want to learn more? Join Aaron Feinberg, VP of Operations at Centricity, and Sharpen’s CMO, Murph Krajewski, for a 45-minute how-to session to get tips, tricks and practical advice on how to improve your customers’ satisfaction.

In this session, you’ll learn:

  • How to get a holistic view into how your employees are servicing customers and how they’re performing overall;
  • What metrics have real impact on customer satisfaction (and how you measure them effectively);
  • Tested tactics you can use to reduce callbacks, improve handle time and skyrocket CSAT.