The Contact Center Satisfaction Index (CCSI) fell by four points to 68 on a 0-100-point scale in 2015, marking the lowest score in the nine years that CFI Group has been conducting this study. This decreased satisfaction with contact centers is a sustained concern for businesses with tangible implications. This report examines some of the primary factors contributing to this decline.
The most recent CCSI data provide reinforcement that satisfaction with contact centers—more so than ever—is driven by an organization’s ability to quickly and effectively solve customer issues. In an on-demand world where answers to many types of questions and problems are but a few taps away on their smartphones, customers simply do not have patience to wrestle with companies to resolve issues.
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_August2018-pressrelease.pdf icon-download left description Retailers are finding that customer expectations for customer service are growing more challenging. Increasingly, customers expect online tools […]
- August 2, 2018
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-gccsi-2018-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-GCCSI2018-press-release-final.pdf right icon-download left The Government Contact Center Satisfaction Index (GCCSI) 2018 is releasing in […]
- June 20, 2018
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI_Radial_May2018-release.pdf/ icon-download left description Contact centers play a critical role in a retailer’s success. Professional agents who are well integrated with the […]
- May 8, 2018
center Download Infographic https://cfigroup.com/wp-content/uploads/CFI-ccsi-2018-infographic.pdf icon-download left Download Press Release https://cfigroup.com/ccsi-2018-press-release/ icon-download left description Contact centers are big business. Consulting firm A.T. Kearney estimates the global contact […]
- April 5, 2018