The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or problem.| www.sqmgroup.com
See how A large American Health Care Insurance Plan excels at FCR Measurement. Learn from their experience.| SQM Group
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
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
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
Find the right metrics to provide valuable insights into your call center customers' experience.| SQM Group
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel.| www.sqmgroup.com
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