Understanding what matters to agents is important, now more than ever. If agents aren’t satisfied with their work or connected to their contact center’s culture, they can find opportunities that better suit their needs elsewhere.

Wouldn’t it be great if there was a way to measure agent satisfaction so contact center leaders could prevent turnover and improve agent performance?

We agree. That’s why we’re developing the ASAT metric.

Put simply, the agent satisfaction score will measure satisfaction based on how well agents’ needs are met across six dimensions:

Examining these six factors creates a holistic picture for contact center leaders to understand what agents need to succeed.

With the ASAT metric, leaders will get actionable information on how to structure training, what tools to purchase, and how to cultivate a work culture that best helps agents do their job.

For more information on the ASAT metric and its six dimensions, watch the latest episode of CX QA Live! with Rob Connelly from Vistio and Jeremy Watkin from NumberBarn.