Leading customer feedback insights analyst firm, CFI Group, recently published its Contact Center Satisfaction Index (CSSI) for 2013 (download the report here). The results should be a wake-up call for call centers everywhere. 2013 saw an 8-point drop in the CSSI from its high of 77 in 2012 to a record low of 69 in 2013. While there's probably no need to hit the panic switch just yet, it's equally clear that consumers' expectations of call center services have outpaced their ability to deliver.
Other industry research suggests that up to 88% of customer interactions are handled by an agent at some point. Furthermore, interactions have become more complex and today's consumers tend to be more informed - they often... Read more »