customer service

Wednesday Buzz: The Importance of First Impressions in Customer Service

When dealing with concerns, complaints, or questions, a new study highlights the importance of immediate resolution. Plus: a source of inspiration that could suplex your social strategy.

CMSWire contributor Jose Alvarez takes a look at a recent Contact Center Satisfaction Index (CCSI) from the CFI Group to see how customer service has performed in recent years.

“So what do customers want? Connection,” Alvarez writes. “The study emphasized that contact centers need to personally connect with customers rather than forcing them to deal with machines. Customers reported 40 percent higher satisfaction when they interacted with people as opposed to automated systems.”

And how can your organization create those valuable connections? Through the swift resolution of member, volunteer, and staff queries.

“One of the best ways to improve customer satisfaction is to resolve questions or concerns promptly,” Alvarez notes. “CCSI scores were 15 percent higher among respondents who had experienced First Contact Resolution (FCR), which means their question or concern was resolved on the first call with a live agent.”

Presentation Sessions of the Day


Microsoft is revamping its collaborative software tool SharePoint. And if your organization happens to depend on any of its functions, it may be worth traveling to the upcoming Microsoft Ignite event, where the platform’s new functionality will be explained at length across multiple breakout sessions.

Other Good Reads

When it comes to social media inspiration, you may want to turn to the WWE. Wait … what? As it turns out, the wrestling juggernaut has seen explosive social growth over the past year, as reported by Adweek‘s Adam Flomenbaum.

Looking for an association-relevant read? Tony Rossell, senior vice president at Marketing General, Inc., recommends The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue for those looking for the latest membership insights.

How many Americans actually volunteer, and how can nonprofits create an environment that allows that number to rise? VolunteerMatch’s Shari Tishman explains all in this blog post.


Morgan Little

By Morgan Little

Morgan Little is a contributor to Associations Now. MORE

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