(CFI Group: Arbor, MI) -- Hear the results of the 3rd Annual Contact Center Satisfaction Index (CCSI) as CFI Group examines the success and shortcomings of contact centers to reveal what actually affects customer satisfaction, loyalty, and behavior.  The free webinar is on Thursday, July 30, 2:00 p.m. EST (11:00 a.m. PST).

The webinar will discuss the measured affects of the immediate challenges facing contact centers, including customer service representative (CSR) performance, problem resolution, off-shoring, and multichannel trends. The 2009 CCSI measures customer satisfaction across several industries: retail, insurance, banking, cable and satellite TV, cell phone service, personal computer, hotel and government.

The CCSI uses the methodology of the American Customer Satisfaction Index (ACSI). The ACSI, produced out of the University of Michigan, is the only nationally-recognized measure of satisfaction proven to predict financial performance.

What attendees will learn:

• The immediate challenges facing contact centers
• Which industry contact centers perform best, and why
• How well contact centers resolve issues

Who should attend:

• Contact center managers and business professionals
• Customer support professionals
• Anyone who cares about customer experience and the contact center

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