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Customer Satisfaction With Contact Centers is Down

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…