Upcoming Event

CFI Group Gov CX Forum - October 18, 2018

Join CFI Group, the Federal Consulting Group (FCG), and agency professionals for an opportunity to explore best practices with your peers who measure and manage the customer or employee experience at their agencies. Presenters will share how they use feedback mechanisms to improve operations and fulfill the missions of their agencies. This event is open to government employees.



August 2, 2018

Retail Report: High Customer Expectations for Online Tools, Agent Interaction, and Loyalty Personalization

A new report by CFI Group and Radial shows that customers expect online tools that are easy and useful, live agents who are efficient and effective, […]
June 19, 2018

Report: Government Contact Center Satisfaction Index (GCCSI) Remains Flat

A new CFI Group report shows government contact center satisfaction is unchanged from 2017 and below private sector satisfaction. To improve, government contact centers must learn […]
May 8, 2018

Retail Report: 80% of retail customers first try to resolve their issue online before contacting customer service

A new report by CFI Group and Radial shows that retailers must manage across the entire customer service journey to create an excellent customer service experience. […]
April 5, 2018

88% of Callers Who Reach an IVR Still End Up Speaking with a Live Agent

CFI Group’s Contact Center Satisfaction Index (CCSI) 2018 report shows that while the agent has the largest impact on the customer’s experience with customer service, companies […]
February 15, 2018

89% View Websites as the Primary Way They Interact with Agencies – February 15, 2018

A new CFI Group report shows that government agencies face a key challenge in delivering a satisfying website visitor experience. ANN ARBOR, Mich., February 15, 2018 […]
December 14, 2017

Credit Union Members Do Not Plan to Add Services in 2018 – December 14, 2017

A new study by CFI Group shows that only 20% of credit union members say that they plan to add services next year ANN ARBOR, Mich., […]

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