Webinar: Contact Center Customer Satisfaction Impacts the Bottom Line
July 24, 2009
Staying informed within a given industry is a huge part of staying ahead. For those in the contact center market, it's critical to not miss the results Webinar of the 3rd Annual Contact Center Satisfaction Index, also known as CCSI.
The Webinar will be held on Thursday, July 30, 2009, 2:00pm ET/11:00am PT.
CFI Group will examine the success and shortcomings of contact centers revealing what actually affects customer satisfaction, loyalty, and behavior – now.
The number one rule when working in customer service is to keep the client happy. If contact center agents are able to do this, then customers are sure to keep calling and coming back based on the service they received.
The CCSI uses the methodology of the only nationally-recognized measure of satisfaction proven to predict financial performance, the American Customer Satisfaction Index which is produced out of the University of Michigan.
Attendees will learn the immediate challenges facing contact centers, which industry contact centers perform best, and why and how well contact centers resolve issues.
Any and all interested are encouraged to apply, especially those who are contact center managers and/or business professionals and customer support professionals.
The measured affects of the immediate challenges facing contact centers, including CSR performance, problem resolution, off-shoring, and multichannel trends will also be discussed. The 2009 CCSI measures customer satisfaction across several industries: retail, insurance, banking, cable and satellite TV, cell phone service, personal computer, hotel and government.
Jessica Kostek is a channel editor for ContactCenterSolutions, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
