Presented By: Sheri Teodoru, ACSI Expert and CEO of CFI Group
On Demand - Live Date:August 2008
View the results of the 2nd Annual Contact Center Satisfaction Index (CCSI) as we examine the success and shortcomings of contact centers to reveal what actually affects customer satisfaction, loyalty, and behavior right now.
This discusses the measured affects of the immediate challenges facing contact centers, including CSR performance, problem resolution, off-shoring, and multichannel trends. The 2008 CCSI measures customer satisfaction across several industries: retail, insurance, banking, cable and satellite TV, cell phone service, personal computer – and NEW additions – hotel and government.
The CCSI uses the methodology of the American Customer Satisfaction Index (ACSI). The ACSI, produced out of the University of Michigan , is the only nationally-recognized measure of satisfaction proven to predict financial performance.