Government Contact Center Customer Satisfaction Results for 2010
Thursday, October 14, 2010
1:00pm ET/ 10:00am PT |
Federal Consulting Group and CFI Group invite you to hear the results of the 3rd Annual Government Contact Center Satisfaction Index (GCCSI) as CFI Group examines the success and shortcomings of government contact centers to reveal what actually affects customer satisfaction right now.
Ron Oberbillig of the Department of the Interior’s Federal Consulting Group (FCG) which co-sponsors the GCCSI will introduce David Ham, Public Sector Program Director at CFI Group and ACSI Expert. Dave will discuss the measured effects of the immediate challenges facing government contact centers, including Customer Service Rep (CSR) performance, problem resolution, IVR and, new this year, interest in online contact channels (e.g., web, email, interactive chat and social media). In addition to measuring government contact center customer satisfaction, he will share how government contact centers stack up compared to several industries in the private sector: banking, cable and satellite TV, cell phone service, hotel, insurance, personal computer, and retail.
The GCCSI uses the methodology of the American Customer Satisfaction Index (ACSI). The ACSI, developed by the University of Michigan, is the only nationally-recognized measure of satisfaction proven to predict financial performance in the private sector and to predict trust in government agencies in the public sector. Currently, over 100 federal agencies use the ACSI to measure their website visitor experiences and to measure customer satisfaction with call centers, programs and services.
|
| What Attendees will learn: |
- The immediate challenges facing government contact centers
- How well government contact centers resolve issues
- Customer preferences for online means of contact
|
|
| Who should attend: |
- Government contact center executives, directors , managers and supervisors
- Customer support professionals in Employee Service Centers, IT, Help Desks, Program Support Centers and Procurement Operations,
- Government leaders interested in promoting transparency and participation among citizens who call government contact centers
- Anyone in government who cares about customer experience and the contact center
|
|
Presenters:
| David Ham |
| Public Sector Program Director, CFI Group |
Dave has provided customer and employee measurement expertise for CFI Group clients in a variety of industries, involving both business-to-business and consumer research. He has nearly twenty years experience in management consulting, research management, and analysis, and is experienced in all phases of establishing comprehensive measurement systems, focused on assisting clients to take action on results, and measuring the economic impact of these actions.
Dave has applied the American Customer Satisfaction Index (ACSI) for clients in a wide range of industries, including government, military, retail, telecommunications, and business and consumer services. Some of these clients include the United States Department of Defense, Best Buy, AAFES, MCX, British Telecom, ServiceMaster, and the University of Michigan. |
| |
Ron Oberbillig
|
| Chief Operating Officer, Federal Consulting Group |
Ron Oberbillig focuses on performance measurement, helping over 200 organizations achieve better results and improved citizen satisfaction with government programs, processes, websites, and call centers. The primary technology he uses to increase the trust and confidence of the American people in their government is the methodology of the American Customer Satisfaction Index (ACSI). The ACSI is an econometric model that uses survey data to calculate customer satisfaction with the services provided by Federal agencies and identify the activities that are most responsible for customer perceptions about their satisfaction. In using the ACSI, Ron has increased revenues by over 300% and established the ACSI as the leading cross-government benchmark.
Ron has twenty-eight years as a financial leader in varied and demanding management positions, including 14 years at the highest levels of the Department of Defense. Previously, as Chief Financial Officer of the National Guard Bureau, he led a headquarters staff of 70 people, guided 3,000 financial managers in 54 states and territories, and managed annual appropriations exceeding $15 billion.
Ron is a graduate of the United States Air Force Academy and earned his MBA degree at the University of Missouri with an emphasis in economic policy and planning. He is a retired Air Force Colonel and has taught various undergraduate business classes. Ron is a Certified Defense Financial Manager and graduate of the Harvard Senior Executive Program. |
Stefania Viscusi
|
| Assignment Desk Editor, TMCnet |
 Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Customer Interaction Solutions, Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.
|
|
| Sponsors: |
 |
|
|
Contact Centers:
What’s Working & What’s Not
Results of CFI Group’s Survey of Private Sector Contact Center Experiences
Tuesday November 9, 2010
2:00pm ET/ 11:00am PT |
Every year a company’s contact center becomes an increasingly important touch point in driving customer satisfaction. Companies face a natural tension between finding ways to run contact centers more cost effectively, while at the same time delivering a level of customer service that keeps customers not only satisfied, but advocates for the company in terms of behaviors such as loyalty and word of mouth.
CFI’s 2010 Contact Center Satisfaction Index (CCSI) is based on a survey of more than 1,500 people who had a recent call center experience and measures how satisfied customers are with their recent call center experiences. More importantly, it uses the patented methodology of the American Customer Satisfaction Index (ACSI) to precisely show how much weight (or impact) each element of the contact center experience has on overall satisfaction.
CCSI breaks the contact center experience down into seven industries:
- Banking
- Cell Phone Service
- Health Insurance
- Life Insurance
- Personal Computers
- Property & Casualty Insurance
- Subscription Television
In addition to looking at the contact center experience by industry, CCSI evaluates the customer experience by other key factors including:
- Whether the call center was located in the US or offshore
- The role that IVR played in the experience
- Impact of first call resolution
- Impact of demographics on the contact center experience
For the 2010 CCSI report, CFI Group also investigated the relationship between traditional employee based call centers and the growing number of alternatives ranging from websites to social media. |
|
| What Attendees will learn: |
- How satisfied consumers are with each element of the contact center experience across seven different industries
- How contact center satisfaction has evolved over time (and why)
- Which elements of the contact center experience have the most impact on customer satisfaction
- The extent to which the contact center experience drives behaviors such as loyalty and advocacy
- How the location of the contact center (US vs. offshore) impacts satisfaction, including the reasons behind these consumer sentiments
- Understand the rationale for integrating the increasing number of alternative methods for customers to stay in contact
- Actionable advice that attendees can use to immediately improve their contact center experience
|
|
| Who should attend: |
- Contact center managers
- Managers responsible for the customer experience and/or satisfaction
- Any executive whose company relies on contact centers as a key means of communicating with customers
|
|
Presenters:
Sheri Teodoru
|
| President & CEO of CFI Group |
As the CEO of CFI Group, Sheri manages offices across 4 continents from its world headquarters in Ann Arbor, Michigan. Sheri joined CFI Group in 2000, where she integrated Customer Satisfaction Metrics into client organizations at strategic and tactical levels. She soon became the director of U.S. Government and financial client projects. In 2006, CFI Group appointed Sheri to Partner. In 2008, she was chosen by the
international board of directors to be the new CEO and worldwide managing partner.
Sheri’s 22 years of experience began at the University of Michigan, where she graduated at the top of her class. She completed her MBA, with Honors, at the University of Chicago. Over the next 11 years, Sheri worked for Kraft Foods, Quaker Oats, and eventually became the head of the Kolcraft Enterprises Marketing department as Director of market analysis, new product research, package development, and advertising. |
Stefania Viscusi
|
| Assignment Desk Editor, TMCnet |
Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Customer Interaction Solutions, Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page. |
|
| Sponsors: |
 |
|
|
TMCnet LOGIN
Webinars
