Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.| 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
The most crucial aspect of any Voice of the Customer (VoC) program is to action the customer survey feedback.| SQM Group
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
Great Customer service is a critical component of a contact center. Discover how to assist customers before, during, and after their transaction.| SQM Group
Discover our comprehensive guide on how Call Center Quality Assurance (QA) works for improving first call resolution and customer service.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| SQM Group
A comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call center customer service.| SQM Group
Software specifically built for call centers, designed to measure, track, benchmark, improve customer and employee experience, and reduce costs.| 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