Agent CSAT, Customer effort Score or both after a recent support interaction?

Tanuj Diwan · 2020-07-15T18:02:00+00:00

I had an interesting conversation with a colleague today that how to gather valuable feedback after a resent Cuatomer Support Interaction. Agent CSAT Should it be how satisfied were you with the agent, with an open ended follow up? CES should be How easy was it for you to get the issue resolved with a followup ? Agent CSAT…