CallSat 2.0 Helps Contact Center Managers Improve Financial Performance through Customer Feedback
The contact center is the primary touch point for many customers, and where the competitive battle is increasingly being fought. After years of focusing primarily on efficiency and internal metrics, contact centers are realizing that customer satisfaction has a direct impact on profitability. So, doesn’t it make sense for customer satisfaction to be the most valued metric for determining contact center success? 

CFI Group is bringing new insights to contact center management with the next generation of its contact center satisfaction measurement solution, CallSat 2.0 (www.CFIgroup.com/CallSat).  CallSat 2.0 allows contact centers to measure and improve organizational effectiveness and impact profitability through a patented satisfaction technology - the same technology used by the University of Michigan’s American Customer Satisfaction Index (ACSI). An additional benefit of the ACSI methodology is that it enables organizations to benchmark themselves against their contact center peers as well as across industries and functions.
 
“CFI Group specializes in providing its clients with precise, accurate diagnostic information, which helps them make the best decisions about how to strengthen their customer relationships in ways that will actually show ROI,” explained Sheri Teodoru, CFI Group program director and partner. “In today’s highly competitive business environment, customer loyalty can be won or lost based on a single contact center experience.  It’s critical for contact centers to understand how to improve or maintain satisfaction in the most economical ways given the unrelenting pressure to cut costs and improve efficiency.” 

CallSat 2.0 introduces a greatly improved web reporting experience with more powerful and flexible analytics.  With a new dashboard feature and improved graphing capabilities, contact center professionals will be able to access and understand their results better than ever before.  For more information, contact steodoru@cfigroup.com.