First Call Resolution (FCR) is widely considered the key performance metric that provides a balanced view (quality and cost) of a call center’s overall performance.| SQM Group
SQM's Top 10 VoC Metrics provides valuable insights into customers' experiences using a contact channel or multiple contact channels to resolve an inquiry or problem.| SQM Group
3 tips to improve first call resolution by motivating your employees through recognition.| www.sqmgroup.com
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.| SQM Group
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| SQM Group
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.| SQM Group
Learn how to define, calculate and improve first contact resolution (FCR) using some proven best practices.| SQM Group
Call center industry operational benchmarking data and the FCR impacts study. We have put together the top 12 highlights on how operational benchmarking data impacts FCR.| SQM Group
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
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| 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