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customer-satisfaction

Browse 1 article tagged with “customer-satisfaction”.

Articles tagged “customer-satisfaction”

1 article

Dashboard showing a high containment rate alongside a declining customer satisfaction score, illustrating the gap between the two metrics

Testing & Evaluation·14 min read

Your CX agent hits 95% containment. Why is CSAT tanking?

Containment rate tells you how many conversations your agent handled without escalation. It says nothing about whether they went well. Here's the quality-weighted scorecard that tells the real story.

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