A Better Path to Higher Customer Satisfaction

Reducing Average Handle Time (AHT) has long been seen as a way to cut costs in contact centres.

But when done carelessly, this metric can backfire, leading to rushed conversations, unresolved problems, unnecessary transfers, and repeat contacts.

These are exactly the kinds of experiences that frustrate customers and erode satisfaction scores.

To find out more, we asked Adam Hutchinson, Business Analyst at CallMiner, to explain how contact centres can improve CSAT, looking at how rushed interactions lead to unresolved problems and unnecessary transfers.

Video: Improve CSAT: Rushed Interactions Lead to Unresolved Problems and Unnecessary Transfers

Watch the video below to hear Adam explain how rushed interactions lead to unresolved problems and unnecessary transfers, and fixing this improves CSAT:

With thanks to Adam Hutchinson, Business Analyst at CallMiner, for contributing to this video.

This video was originally published in our article ‘Quick Wins to Improve Your C-Sat Scores’

3 Ways to Improve Customer Satisfaction

Rather than focusing on cutting conversation times, aim to make every interaction count, as Adam explains:

1. Focus on Real-Time Agent Support, Not Just Speed

To create better outcomes for your customers, your agents need to be equipped to succeed in the moment, not just encouraged to wrap up calls quickly.

• Empower agents with real-time guidance such as next-best-action suggestions and dynamic prompts tailored to the context of the conversation.
• Surface relevant knowledge base content instantly so agents can quickly provide accurate and helpful answers.
• Automate repetitive tasks to free up agents’ time for more complex, meaningful customer interactions.

When agents have the right tools and information at their fingertips, they spend less time transferring calls or repeating questions, and more time resolving the issue completely on the first try.

2. Leverage Omnichannel Interaction Analysis

Improving satisfaction means understanding what’s really going wrong – and that insight often lies in the data you’re already collecting.

• Analyse interactions across all channels (voice, chat, email, social) to identify friction points and recurring problems.
• Look for patterns like repeat contacts, long hold times, or process gaps that delay resolution.
• Pinpoint training opportunities where agents may need more support or where workflows can be improved.

This kind of root cause analysis goes beyond surface metrics to reveal the systemic issues behind dissatisfaction. And once identified, these insights provide a clear path to operational improvements.

3. Create a Smoother Experience That Drives Loyalty

When you combine real-time agent enablement with insight-led process improvement, the result is a better, more consistent customer experience:

• Fewer transfers.
• Faster resolutions.
• Higher first contact resolution.
• Reduced frustration, for both customers and agents.

These aren’t just efficiency wins, they’re the key ingredients to higher satisfaction and stronger long-term loyalty.

Reviewed by: Xander Freeman