Customer experience isn’t characterised by how long an interaction takes, or even first contact resolution. The latest research tells us that customers base their judgement of an experience on three key things – overall ease, success and sentiment. And that is what SenseCX assesses.
We like to refer to these as ‘the things you can control’. Unlike customer satisfaction data which is heavily influenced by factors outside of an agent’s control (company policies, pricing, procedures, compliance requirements), SenseCX focuses on the softer skills and behaviors – which can be influenced.