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posted on July 1, 2008
Issue Resolution Drives Loyalty, Retention, Satisfaction, According to CFI Group’s Contact Center Satisfaction Index
The ability of customer service representatives to resolve customer issues is the most critical driver of customer satisfaction, loyalty, and word-of-mouth recommendations, according to CFI Group’s second annual Contact Center Satisfaction Index (CCSI). Overall satisfaction with call centers improved, as the CCSI gained 3 percent to a score of 72 on the index’s 100-point scale.
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