Discover trends in contact centers in the Contact Center Satisfaction Index (CCSI) report by CFI Group. Findings for the study, conducted in late 2012 to identify trends for the coming year, include:
- Overall satisfaction scores continue a five year upward trend.
- Social media’s primary role in the contact center is customer “damage control”.
- Servicing via social media boosts customer satisfaction by 15-20%.
- Non-call contacts for customer service now exceed 30%.
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