FCG and CFI Group invite you to hear the results of the 2nd 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 Sheri Teodoru, CEO of CFI Group and ACSI Expert. Sheri will discuss the measured effects of the immediate challenges facing government contact centers, including Customer Service Rep (CSR) performance, problem resolution and, new this year, IVR technology. In addition to measuring government contact center customer satisfaction, she 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, produced 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
Which government contact centers perform best and why
How well government contact centers resolve issues

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

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After the presentation, the Webinar will be open for a live Q&A. Be sure to have your questions ready!

PRESENTERS:

Sheri Teodoru
CEO & ACSI expert, 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, and soon became the director of U.S. Government and financial client projects. In 2006, she was appointed Partner. In 2008, she was chosen by the Executive Board of Directors to be the new Worldwide CEO. Sheri is also on the Board of Directors of Foresee Results, Inc.

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 Kolkraft Enterprises Marketing department as Director of market analysis, new product research, package development, and advertising.

Ron Oberbillig
Chief Operating Officer, Federal Consulting Group, U.S. Department of the Interior

Ron is currently the Chief Operating Officer of the Federal Consulting Group, an internal government consulting organization. His primary responsibility is to inspire and guide transformational efforts across government. An advocate of customer-driven, results-oriented government, he has unique profit and loss responsibility for the Federal Consulting Group, which provides executive coaching, business process improvement, change management and performance measurement services to over 100 federal agencies. Using the methodology of the American Customer Satisfaction Index, Ron is the focal point for assessing and improving the satisfaction of citizens with the services, information, products, call centers, websites and programs of the federal government.

Stefania Viscusi
Editor, TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor’s degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.