My team of agents gets incentives for meeting certain goals, one of which is CSAT. We recently had an agent that became hostile towards a customer because they provided a bad rating which prompted me to share this feature suggestion.
I believe that CSAT scores should be anonymized, or at least shared with agents on a daily/weekly basis so that they aren't able to feel aggression towards a particular customer, especially while they are still actively assisting the customer on the chat. It is not a good agent experience when you are doing your best to assist a customer and a bad rating comes in, so I can see why our agent was upset.
Thanks for listening.
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