See how A large American Health Care Insurance Plan excels at FCR Measurement. Learn from their experience.| 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
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
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
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| 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
Reach out for a free demo trial of our powerful call center measurement software that is specialized for improving customer service management.| 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