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Free Webinar: How Satisfied are Customers with Call Centers Today?
By Stefania Viscusi Assignment Desk Editor
The contact center continues to grow as a critical element for businesses as its main touch point for customers - drives satisfaction and determines loyalty.
Contact centers have struggled with maintaining this important role while also trying to keep costs low.
CFI Group, a company focused on customer satisfaction, recently released 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 CFI index measured how satisfied customers were with their recent call center experience and uses patented methodology of the American Customer Satisfaction Index “ACSI” to show the impact each element of the contact center experience has on overall satisfaction.
For a closer look at these results, CFI is sponsoring, Contact Centers: What’s Working & What’s Not Results of CFI Group’s Survey of Private Sector Contact Center Experiences,” the second part in their TMC (News - Alert) webinar series, on Tues. Nov. 9 at 2PM ET.
Specifically, 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.
Earlier last month, CFI presented a webinar detailing Government Contact Center.
The second webinar in the series will feature guest presenter Sheri Teodoru, President & CEO of CFI Group, who will discuss at how contact center satisfaction has evolved over time (and why), 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
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