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Industry Research : Customer Satisfaction with Contact Centers is Down

#contactcenterworld, @cfigroup

CFI Group's 2019 Contact Center Satisfaction Index (CCSI) slipped to 68, as measured on a 0-100 scale, down 3% from 2018. Private sector CCSI historically has run a few points higher than has the public sector. Although the gap had closed in 2017, it has now broadened again in 2019.

Part of the drop is attributed to the effectiveness of online self-serve tools available on the company website, mobile apps, and other digital properties. Ironically, the better the customer experience is with these online resources, the worse the score can be for the contact center. Less complex problems are getting handled online, while more difficult issues still require the help of a customer service agent.

"In the world of self-service, customers now reserve only the toughest problems for the contact center agents," says Sheri Petras, CEO of CFI Group. "Many simple questions are now handled by the customer on the company website, saving the complicated, frustrating questions for contact center agents. Organizations must implement the systems and processes needed to provide effective online self-serve tools to customers, while also ensuring that customers easily can reach an effective and empowered agent when needed."

According to the study, contact center managers should consider three areas of opportunity to improve the overall customer service journey:

- Empowering agents to solve customer problems Those who reach an agent directly are 27% more satisfied than those who first reach an IVR

- Designing better IVR flow to reach live agents 44% reach some version of IVR when they call customer service

- Making chat available for mobile devices 48% of those who try the company website before customer service visit with a mobile device

To effectively monitor the effects of these improvements, contact center managers need to implement a rigorous data measuring and modeling system across the entire customer service journey.

#contactcenterworld, @cfigroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About CFI Group:
Company LogoCFI Group is a customer satisfaction measurement technology and analytics firm. CFI Group provides a Customer Feedback Management (CFM) technology platform that leverages the science of the American Customer Satisfaction Index (ACSI). This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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Published: Monday, April 1, 2019

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2024 Buyers Guide Speech Technology

 
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

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