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
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
Persona Communication Styles research on how CSRs in Call Centers can adapt their personality to match their customer’s style leading to higher call resolution and higher Csat.| SQM Group
An effective escalation agent should first fix the customer's emotions and then fix the problem. Learn how to improve your call center agent escalations| SQM Group
The Moments of Truth that matter the most when calling a call center for customer service.| SQM Group
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
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
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| 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
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 the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.| www.sqmgroup.com
A comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call center customer service.| SQM Group
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