CFI Group offers state-of-the-art measurement, ready-to-access results, and in-depth analysis of your metrics to help you easily track and improve contact center performance.
Measuring customer satisfaction is critical to any successful contact center, but satisfaction scores alone don’t necessarily translate into clear action. Our contact center satisfaction measurement solution offers customized analysis to prove the value of the contact center to the agency, putting metrics to work for you.
- Measure elements of the caller experience, pinpointing key drivers of satisfaction and behavioral outcomes
- Easily track and report contact center performance at every level
- Identify and prioritize actions for maximum impact and return on investment
KNOW YOUR CUSTOMERS
Get inside the minds of customers by using the scientific and proven customer satisfaction measurement and management tool designed specifically for contact centers. Understanding what citizens want at every stage of contact center service generates strong customer loyalty and provides actionable intelligence the entire agency will value.
MEASURE AND REPORT PERFORMANCE
Far more precise, accurate, and reliable than other customer satisfaction measurement tools, CFI Group's solution tracks performance continuously across the entire contact center experience, and reports results across all levels and segments, right down to individual agents. More than simply providing a satisfaction scorecard, CFI Group identifies your best opportunities for maximum impact and tracks your progress toward success.
CFI Group gives contact centers what they need most—financial insights and decision-making confidence that comes from knowing what’s important to your customers and what will impact their behavior. We provide specific actionable intelligence to help you make smart decisions and build strong, loyal relationships.
CFI Group's Contact Center Satisfaction measurement includes:
center A new CFI Group report shows government contact center satisfaction rose slightly to 64, as measured on a 0-100 scale, up 1% from 2019. According […]
- July 7, 2020
center Since 2007, CFI Group has conducted an extensive study of customer satisfaction contact centers using the proven technology powered by our patented customization of the […]
- June 2, 2020
center Download Infographic PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-gccsi-info-final.pdf icon-download left Download Press Release PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-GCCSI-2019-PressRelease.pdf right icon-download left A new CFI Group report shows government contact center satisfaction fell […]
- May 2, 2019