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Agent Process Management - Contact Centers: What's Working & What's Not

Agent Process Management Featured Article:

November 12, 2010

Contact Centers: What's Working & What's Not



By Stefania Viscusi, Assignment Desk Editor


Satisfaction with call center experiences continues to be a hot topic today. Especially as more and more businesses rely on the contact center as their main touch point with customers.

Ensuring customers are happy every time is critical, because any experience – good or bad – can drive loyalty.

For years, contact centers have struggled with maintaining this important role while also trying to keep costs low. A recent TMC (News - Alert) webinar, “Contact Centers: What’s Working & What’s Not Results of CFI Group’s Survey of Private Sector Contact Center Experiences,” sponsored by CFI Group, highlighted the results of its 2010 Contact Center Satisfaction Index “CCSI,” based on a survey of more than 1,500 people who had a recent call center experience.


The webinar included a discussion on how satisfied consumers are with each element of the contact center experience across seven different industries as well as how contact center satisfaction has evolved over time.

Guest presenter Sheri Teodoru, CEO of CFI Group also discussed which elements of the contact center experience have the most impact on customer satisfaction and offered actionable advice for attendees.

The event was also followed by a Q&A session where Sheri took time to respond to audience questions and offer her thoughts.

Check out the archived version of the webinar HERE.


Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.

Edited by Stefania Viscusi



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