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  Home > Resources > Newsletters > Summer 2007
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CFI Group Insights for Summer 2007

Welcome to the summer 2007 issue of CFI Group Insights.

We are very interested in your feed-back on CFI Group Insights. Please take a few moments to email us at insights@cfigroup.com.

New Study Identifies Major Influences on Call Center Customer Satisfaction
Call Centers earned a new level of industry respect for their impact on financial performance with the release of the inaugural Call Center Satisfaction Index (CCSI) in June, 2007...[more]
Customer Satisfaction's Impact on Competitive Advantage
Customer satisfaction is the key to competitive advantage. A recent CFI Group study of the telecom and cable industry shows that customer satisfaction is playing a major role in the ongoing battle for customers of bundled services...[more]
Survey Responses Provide Reliable Forecast of Customers' Future Intentions
Most Customer Satisfaction surveys include at least one question about customers’ future (re)-purchase intentions – whether it is the renewal of a service or subscription, or a more discrete purchase decision...[more]
ACSI: Customer Satisfaction Flattens
The American Customer Satisfaction Index (ACSI) again shows a flattening of improvement with a marginal increase...[more]

 

 

 
 
IN THIS ISSUE
Start Page

New Study Identifies Major Influences on Call Center Customer Satisfaction

Customer Satisfaction's Impact on Competitive Advantage

Survey Responses Provide Reliable Forecast of Customers' Furture Intentions

ACSI: Customer Satisfaction Flattens

NEW PRODUCT ANNOUCEMENT
CFI Group Announces New Measurement Dashboard...[find out more]
EVENTS

CFI Group will be participating in the following events:

Webcast: Applying CSAT to Call Center Operations
Wednesday, August 29, 2007
12:00 p.m. Eastern I 9:00 a.m. Pacific...[details]

North American Conference on Customer Management
September 30 - October 3, 2007
Orlando World Center Marriott, Orlando, Florida...[details]

Customer Loyalty Summit
November 12 - 15, 2007
Westin Colonnade Coral Gables, Coral Gables, FL...[details]

Webcast: CSAT Metrics for Call Center Profitability
Thursday, November 29, 2007
12:00 p.m. Eastern I 9:00 a.m. Pacific...[details]

IN THE NEWS

Issue Resolution And Offshoring Have Major Impact On Customer Satisfaction, ContactCenterWorld.com
[details]

Customer Satisfaction with Call Center Largely Relies on First Call Resolution and Offshoring, TMCnet.com
[details]

AT&T, Verizon May Have Edge in Fight With Cable, Survey Shows, Bloomberg
[details]

Telco Providers Outperform Cable in Customer Satisfaction Study, TMCnet.com
[details]

Ace Hardware Uses Scientific Tool from ForeSee Results to Measure Online Customer Satisfaction, Business Wire
[details]