The Importance of Metrics: CFI Group and the Contact Center

Posted: 03/06/2011

Sheri Teodoru, President and CEO of CFI Group, joins CMIQ at the 6th Annual Call Center Week Summit in Orlando to discuss how companies like hers survived the recession, and what survey results do for the contact center business.

Teodoru and CFI work on analyzing metrics and coming up with successful surveys by asking customer's specific questions concerning their experience. CFI Group releases a Call Center Satisfaction Index (CCSI) every year.

She also predicts that social media will make customer experience measurement more valuable ahead.

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