To improve customer satisfaction, a new report recommends companies prioritize people particularly those on the front line.
Despite industry efforts to make improvements, customer satisfaction with contact center interactions havent changed in the past year, leaving lots of room for improvement. According to new research from the CFI Group, the 2017 Contact Center Satisfaction Index, consumer satisfaction with call center interactions scored an overall 68 out of 100, the same as last year. Property and casualty insurance contact centers beat the average with a score of 75, five points higher than last year. CFI credits this to more effective and empowered associates, two leading factors the group believes contribute to increased satisfaction. Telecom service centers also increased from 63 to 65.
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