Learn from our customers successes! Read the stories that separated these CSR's and supervisors from the crowd.| www.sqmgroup.com
Measure internal and external Customer Experience using First Call Resolution; the King of all Call Center Metrics.| SQM Group
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
Learn how to define, calculate and improve first contact resolution (FCR) using some proven best practices.| SQM Group
The most crucial aspect of any Voice of the Customer (VoC) program is to action the customer survey feedback.| SQM Group
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.| www.sqmgroup.com
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.| SQM Group
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| SQM Group
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| SQM Group
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| SQM Group
Learn how to calculate your First Call Resolution rate to discover how efficient you are at serving your customers.| www.sqmgroup.com
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