Despite Sequestration, Government Contact Center Metrics Increase Across The BoardPrivate sector contact centers are lagging behind a surprising entity -- the government -- when it comes to satisfaction, according to a new study by CFI Group, the Ann Arbor-based customer satisfaction and technology analytics firm.
The End of Black Friday? Research Shows Retail Holiday in DeclineBlack Friday shopping may be on the decline, according to a new study by CFI Group, the Ann Arbor customer satisfaction technology and analytics firm.
CFI Group Launches Credit Union Barometer to Measure Member ExperienceCFI Group, a customer satisfaction technology and analytics firm, announced the official rollout of its new Credit Union Barometer survey program.
CFI Group Systemizes Customer Survey Data with New Project Management ToolIn effort to help companies easily share insights gleaned from customer satisfaction surveys, CFI Group, an Ann Arbor customer satisfaction technology and analytics firm, announced a new cloud-based project management tool, Online Action Planning.
Social Media Best Used for 'Damage Control' by Call Centers, CFI Group Study FindsIn 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.
Michigan Economic Outlook Reveals Accomplishments, ChallengesMichigan has plenty of room for new economic initiatives and leadership, according the results of the recently completed first annual Michigan Economic Outlook 2012 whose results were unveiled at the Economic Club of Detroit.
CFI Group Launches Social Media MonitorCFI Group, a provider of customer experience management services, announced a new offering, CFI Social Media Monitor, to capture and analyze social media conversations and use in conjunction with CFI Group's Customer Feedback Insights Platform.
Michigan 2013 Economic Outlook Results To Be Unveiled In JanuaryThe Michigan 2013 Economic Outlook Survey is a flagship report that will be issued the first week of January. The report will present perceptions of Michigan as a business-friendly state by business, nonprofit and municipal leaders across all 88 counties.
CFI Group's New Software Gives Remote Document Access From The CloudCFI Group Thursday announced the official rollout of its new Document Management Module. The module is fully integrated with CFI Group's Customer Feedback Insights Platform.
CFI Group's New Products Help Organizations Use Satisfaction Feedback To Boost PerformanceCFI Group announced the official rollout of its new technology platform during IQPC's 4th annual Customer Experience Summit in Miami.
Social Media May Blunt Negative Word of Mouth, Study FindsSocial media may help counteract negative word of mouth about businesses, according to the new Call Center Satisfaction Index study from Ann Arbor-based CFI Group.
Netflix is Biggest E-Commerce Loser As Competition Heats Up: ACSINetflix suffered one of the largest drops in ACSI history as e-commerce inched up and competition stiffened, according to the American Customer Satisfaction Index's annual E-Commerce Report, produced in partnership with the Ann Arbor customer satisfaction measurement consultant ForeSee.