Much is made of CSAT when it comes to measuring the success of a contact center, but top-performing organizations know that ASAT is just as important. There’s an old adage, “Happy agents make for happy customers” and this has never been truer. As the world becomes more digitalized and businesses embrace omnichannel support, customer enquiry volumes continue to rise (a 2022 Censuswide survey shows contact volumes increasing for 68% of contact center operators), placing greater demands on agents (the same survey reports agent attrition rates are rising for two-thirds of contact centers). Technology plays a greater role in sales and support than ever, but it needs to be an enabler, not an inhibitor. When you get it right, it can transform the performance of your contact center.