Discover valuable customer service research by benchmarking and tracking voice of the customer and employee studies designed to improve First Call Resolution and provide great Customer Service.| SQM Group
To ensure agents deliver customer empathy consistently, they need to be trained, coached, and monitored through their QA program and post-call surveys.| SQM Group
Benefits and tips for measuring and improving one of the most crucial contact center metrics, resolving a customer's problem on the first call or contact.| SQM Group
We discuss how and why body language can really influence the way a customer perceives their interaction with an agent over the phone.| SQM Group