Contact Center Solutions Featured Article

October 13, 2010

Webinar Focuses on Government Contact Center Satisfaction in 2010

By Stefania Viscusi

Assignment Desk Editor

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

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