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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., […]
November 14, 2017

Retail Report: Online Customers Value Return Option Flexibility and Improved Fraud Detection – November 9, 2017

A new report by CFI Group and Radial shows that retailers can drive future revenue by providing convenient return options and minimal fraud detection disruption ANN […]
October 13, 2017

2017 Customer Satisfaction with Banks Down from 2016 – October 13, 2017

2017 Customer Satisfaction with Banks Down from 2016 Bank Satisfaction Barometer drops to 3 points to 79 ANN ARBOR, Mich., Oct. 13, 2017 – The Bank […]
August 15, 2017

Retail Report: Free Shipping and Other Customer-Centric Offerings Drive Holiday Sales – August 15, 2017

A new report by CFI Group and Radial underscores how retailers can leverage flexibility in fulfillment to drive revenue. ANN ARBOR, Mich., August 15, 2017 – […]