Call Center Satisfaction Index

A large collections call center in Lakeland, Fla. Wikimedia Commons photo.

Social Media Best Used for ‘Damage Control’ by Call Centers, CFI Group Study Finds

In its annual Call Center Satisfaction Index, the Ann Arbor-based customer satisfaction measurement firm CFI Group reported that call centers are rapidly transforming into contact centers — incorporating the Web, email, and other sources — and that social media play an important role in raising customer satisfaction and likely recommendations.

WWJ Newsradio 950–01/23/2013