AI CSAT
Understanding performance through data and insights to drive a Customer First culture.
AI Customer Satisfaction Score (CSAT) transforms traditional CSAT monitoring by ensuring you gain scores for 100% of customer interactions.
Traditional methods only give a limited and polarised view of CSAT, covering a small number of customer journeys. AI CSAT monitors every customer interaction in real-time, notifying supervisors if there is a potential complaint or churn event.
With
100% customer intelligence, gain new insights that empower your supervisors, agents and sellers to be the best at what they do.
About
Simon Kissane
Contact Centre Performance Improvement Specialist
Simon is a highly experienced contact centre operations leader and performance improvement specialist. He has spent the last 20 years in contact centre operations focussed mainly on the telecoms sector.
He has significant experience managing both small and large-scale onshore and offshore contact centres covering the UK, South Africa, the Philippines and India. He has a proven track record delivering innovative customer-led transformational change using his insights to build relationships in complex, highly matrixed global businesses. Simon has also held senior management positions at some of the UK’s biggest brands.
About
Marcel Biesmans
BENELUX & DACH REGIONS
Marcel has more than 30 years of experience in international business development, sales, and strategic account management. He therefore knows exactly how to bring demand and supply together and to forge mutually beneficial long-term partnerships.
Initially, he was active in the telecoms industry for organisations like Alcatel, Global One, and Sprint. Since 2009, his scope has expanded to Automation, Consultancy, Digital Transformation, and Customer Experience.
Marcel holds a bachelor’s degree in Electronic Engineering and worked in both Germany and France for 7 years prior to returning to The Netherlands. He is fluent in Dutch, English, French, German, and Spanish.
Just some of our happy clients
Move away from traditional survey response rates of 5% and gain 100% customer intelligence with AI CSAT
Solving your biggest
CSAT issues
AI CSAT solves many issues associated with traditional surveys:
- 100% coverage - AI CSAT transforms traditional CSAT methodology: now 100% of your customer interactions can be monitored
- True customer insight – Not just the really unhappy and the really happy. Gives you immediate insights that can prevent a churn or complaint event
- Agent Improvement - Allows for effective coaching plans to be built for every agent by analysing each touch point with a customer
- Optimise customer journeys – Full coverage of interactions means you can understand all journey types for your customers
- Real-time customer intelligence – Be notified instantly of negative experiences and take corrective action to prevent complaints
Contact us now to find out more.
A range of benefits
AI
Democratises the power of AI, making it easy for every company to immediately obtain meaningful customer insights without overcomplicated customisation.
100% Response Rate
Move to a 100% response rate. Gain a more holistic view of CSAT across all your customer journeys.
Proactive
Shift from reactive to proactive. Combine with Dialpad Agent Assist to impact CSAT in real-time or coach directly after the call.
Agent Performance
Turn every conversation into a coaching opportunity; empower every agent to be their best.
Proprietary AI platform
- Any device, any mode, anywhere
- 100% uptime SLA
- Instant implementation
- SOC-II, GDPR compliant
Dialpad Ai
- Native integration
- Self-learning is specific to your customer base
- 100% coverage across platform with industry-leading accuracy
Industry-leading AI-Powered Customer Intelligence Platform
We have partnered with Dialpad, an industry-leading intelligent customer platform and workspace that provides businesses with a full suite of sales, coaching & communication tools.
Dialpad Ai can improve your contact centre and sales operations with these AI-driven solutions:
- Ai Contact Centre: The world’s most advanced customer engagement platform
- Ai Sales Centre: Outbound sales with live coaching at every step
- Ai Voice: The world’s smartest business phone system
- Meetings: Ai-powered video meetings with built-in transcriptions
Case Study
RE/MAX
1000 Users onboarded in less than 6 weeks
RE/MAX is an American international real estate company that operates through a franchise system. RE/MAX trades in over 100 countries and territories.
CHALLENGES
- Maintenance of 8 separate platforms
- Need integration with SFDC
- Limited call insights and analytics
- Need to save time with fast deployment
SOLUTIONS
- Improved customer support with unified app on any device
- Improved customer management with SFDC integration
- Accurate real time agent coaching with Ai Agent Assist and analytics
Our team
Our Customer Experience team includes a range of diverse talent from experts who all have direct contact centre experience but also work in other areas of business and sales transformation.
We can build the ideal team to suit your business challenge, with services that you can bring in or turn off as necessary throughout the duration of the project.
Our Customer Experience Experts
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![A front profile of Simon Kissane]()
More about TimSimon Kissane
Partner - Contact Centre Customer Performance Specialist
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“AI CSAT is making our agents more aware of how they present themselves and raises the bar.”
Rena Bishop – IT Supervisor, Human IT
"Raises the Bar"
Get in touch with Simon & Marcel today
Just some of our clients
Amazon
Audi
Post Office
BA
BP
A little bit about Cambridge MC
Cambridge Management Consulting is a specialist consultancy drawing on an extensive network of global talent. We are your growth catalyst.
Our mission is to help our clients make a better impact on the world.
Industry insights
In this article, Tom Burton, a cyber security expert and technology thought leader, addresses the historical roots of our implicit trust in computers. As AI models increasingly begin to mimic human traits such as memory and learning, he asks how we can better manage risk and evaluate trust in an era of AI technology.
Authors
Authors
