Contact Center Satisfaction Index: How Do You Stack Up?
We respect your privacy, by submitting this form you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here.
Discover trends in contact centers in the Contact Center Satisfaction Index (CCSI) report by CFI Group. Findings for the study, conducted in late 2012 to identify trends for the coming year, include:
- Overall satisfaction scores continue a five year upward trend.
- Social media’s primary role in the contact center is customer "damage control".
- Servicing via social media boosts customer satisfaction by 15-20%.
- Non-call contacts for customer service now exceed 30%.
TO READ THE FULL STORY
Please note: That all fields marked with an asterisk (*) are required.