SQM’s World Class Certification Program determines if contact centers, supervisors and CSRs are performing at a truly world class FCR level.| 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
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.| 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 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
The CX journey mapping process allows you to walk through the path customer's take as they interact with your organization using contact channel touch-points.>| 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