Free Webinar: Contact Center Customer Satisfaction
July 02, 2009
By Jessica Kostek
TMCnet Channel Editor
The number one rule when working in customer service is to keep the client happy. If agents in contact centers are able to do this, then customers are sure to keep calling and coming back based on the service they received.
On Thursday, July 30, 2009, at 2:00pm ET 11:00am PT Sheri Teodoru CEO & ACSI expert of CFI Group will speak about how contact center customer satisfaction impacts the bottom line. Hear the results of the 3rd Annual Contact Center Satisfaction Index (CCSI). Register Now!
The CFI Group will examine the success and shortcomings of contact centers to reveal what actually affects customer satisfaction, loyalty, and behavior right now.
The CCSI uses the methodology of the American Customer Satisfaction Index (ACSI). The ACSI, produced out of the University of Michigan, is the only nationally-recognized measure of satisfaction proven to predict financial performance.
Attendees will learn the immediate challenges facing contact centers, which industry contact centers perform best, and why and how well contact centers resolve issues.
Any and all interested are encouraged to apply, especially those who are contact center managers and/or business professionals and customer support professionals.
The measured affects of the immediate challenges facing contact centers, including CSR (News - Alert) performance, problem resolution, off-shoring, and multichannel trends will also be discussed. The 2009 CCSI measures customer satisfaction across several industries: retail, insurance, banking, cable and satellite TV, cell phone service, personal computer, hotel and government.
Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Jessica Kostek
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