Full Episode: Topics Covered 1. Meeting Customer Needs in a Digital World 2. The Impact on Metrics: Downward Trends in CSAT and Average Handle Time 3. The Role of Live Agents in a Digital World 4. The Importance of Agent Satisfaction and Company Culture 5. Constantly Evolving to Meet Changing Needs
![Candace Wallace - "CCOs: Why Advocate for Downward CSAT Trends" - Page 5](/cdn-cgi/image/width=600,quality=80,format=webp/https://cdn.relayto.com/images_originals/663035d636f8f.jpeg)