One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.| www.sqmgroup.com
Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.| SQM Group
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem.| www.sqmgroup.com
Discover the distinction between Voice of the Customer First Call Resolution and One Contact Resolution.| SQM Group
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.| www.sqmgroup.com
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
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| 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