Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 10 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Industry Research : ACSI: Decline in Federal Government Satisfaction Slows

#contactcenterworld, @cfigroup
Citizen satisfaction with services of the federal government continues to slide, albeit at a slower pace, according to a report released today by the American Customer Satisfaction Index (ACSI). Satisfaction with the federal government drops 0.8 percent to an ACSI score of 63.9, falling for a third year in a row.

Improvements in some areas, however, suggest a rebound may be in the offing. Citizens report better (76) and more timely (69) service. Also, people find information (71) to be clearer and more accessible compared to a year ago. Quality for federal websites is unchanged at 72.

"Deteriorating customer satisfaction was widespread in 2015, and the slump in citizen satisfaction is similar to what we observe in the private sector or among voters in the political arena," says Claes Fornell, ACSI Chairman and founder. "But if the small gains in the drivers of citizen satisfaction take hold or continue to rise, we might finally see a bit of a turnaround."

Though overall customer satisfaction in the U.S. economy also has been slumping, user satisfaction with federal and local government services remains significantly below the private sector. The national ACSI score, a combination of all public and private sector ACSI measures, is 10 points higher. But the gap between public and private sector has narrowed slightly, as customer satisfaction in the latter has suffered a larger deterioration over a longer period of time.
Ring2 Dashboards & Wallboards Free Trial
There is a wide range of scores for federal departments. The Department of the Interior, which includes the National Park Service (NPS), leads the pack with an ACSI score of 75. The NPS will celebrate its centennial this year and is the primary citizen-facing service offered by the Interior Department. The Department of State is next with a score of 71. Most citizens interface with the State Department for passport processing. The Defense Department at 70 ranks third among measured departments.

The lowest-scoring federal department, as usual, is the Treasury Department (55). Its low score is largely due to its responsibility for collecting taxes through the Internal Revenue Service (IRS). Even though the IRS performs a service that is difficult for most people to feel a fondness for, it is not impossible to improve the satisfaction of tax filers. E-filers have a satisfaction level that is 20 points higher than paper filers (76 and 56, respectively). The Department of Veterans Affairs at 60 and the Justice Department at 59 round out the bottom three.

"The disparity between the Department of Defense and Veterans Affairs is notable because it speaks to the vastly different experience of our military personnel," says ACSI Director of Research Forrest Morgeson. "Services are great when you’re enlisted, but the federal government has many challenges in delivering health services to its massive and growing population of veterans."#contactcenterworld, @cfigroup

#contactcenterworld, @cfigroup

Posted by Laura Collins, Editorial Management
Source: http://theacsi.org

Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Monday, January 4, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =