Contact Center Solutions Featured Article

Webinar Focuses on Government Contact Center Satisfaction in 2010

October 13, 2010

Government executives, managers, leaders, and anyone involved in improving the customer experience in the contact center interested in finding out what’s affecting customer satisfaction right now and how government contact centers are measuring up, a free webinar, “Government Contact Center Customer Satisfaction Results for 2010,” is happening tomorrow, October 14 at 1PM ET.

During the webinar, Federal Consulting Group and CFI Group will detail the results of the 3rd Annual Government Contact Center Satisfaction Index “GCCSI” as well as offer attendees an inside look at customer preferences for online contact as well as how immediate challenges facing government contact centers and how they resolve issues.

Join guest presenter David Ham Public Sector Program Director, CFI Group and ACSI expert who will be focusing on CSR (News - Alert) performance, problem resolution, IVR and the increased focus on online contact channels like e-mail, IM and social media.

Dave has provided customer and employee measurement expertise for CFI Group clients in a variety of industries, involving both business-to-business and consumer research and has nearly twenty years experience in management consulting, research management, and analysis.

The webinar will also feature Ron Oberbillig Chief Operating Officer, Federal Consulting Group - which co-sponsors the GCCSI.

Ron Oberbillig focuses on performance measurement, helping over 200 organizations achieve better results and improved citizen satisfaction with government programs, processes, websites, and call centers. 

The Government Contact Center Satisfaction Index uses the methodology of the American Customer Satisfaction Index (ACSI) – which was developed by the University of Michigan and is the only nationally-recognized measure of satisfaction proven to predict financial performance in the private sector and to predict trust in government agencies in the public sector

 This is a webinar you don’t want to miss.  Register Now!


Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!