Contact Center Satisfaction Index CCSI 2012 (benchmark)

The sixth year of the Contact Center Satisfaction Index (CCSI) study shows a resumption of the slow but steady increase in satisfaction with the contact center function. Last year’s modest 1 point dip left us with the question “pause or flattening?” With results in for 2012, the answer appears to have been pause, as the overall CCSI score reached a new high of 77 on a 0-100 scale. Additionally, the key drivers of satisfaction contributed across the board to this overall increase in the CCSI with no single driver accounting for a disproportionate amount of the increase.

CFI Group, 2013 Contact Center Satisfaction Index CCSI_2012