CFI Group, a company focused on customer satisfaction, is sponsoring an upcoming Webinar, “Contact Centers: What’s Working & What’s Not Results of CFI Group’s Survey of Private Sector Contact Center Experiences,” on Tues. Nov. 9 at 2PM ET.
The Webinar will cover results of the company’s recently released 2010 Contact Center Satisfaction Index “CCSI.”
Based on a survey of more than 1,500 people who had a recent call center experience, the CSI (News - Alert) index measured how satisfied customers were with their recent call center experience and used the patented methodology of the American Customer Satisfaction Index “ACSI” to show the impact each element of the contact center experience had on overall satisfaction.
Since the contact center is a main touch point for customers it’s a strong factor in helping businesses to drive satisfaction and gain loyalty.
CCSI breaks the contact center experience down into seven industries including Banking, Cell Phone (News - Alert) Service, Health Insurance, Subscription Television, and others, and evaluates experiences by key factors like the role IVR played, first call resolution, demographics, and more.
The second part in their TMC (News - Alert) webinar series, CFI President & CEO Sheri Teodoru, will discuss how contact center satisfaction has evolved over time, which elements have the most impact on customer satisfaction, and offer rationale for integrating alternative methods for customers to stay in contact.
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