See how A large American Health Care Insurance Plan excels at FCR Measurement. Learn from their experience.| SQM Group
Multi-Channel Customer Experience Studies use surveys to capture feedback when using a call center and another contact channels.| SQM Group
Learn from our customers successes! Read the stories that separated these CSR's and supervisors from the crowd.| www.sqmgroup.com
Measure internal and external Customer Experience using First Call Resolution; the King of all Call Center Metrics.| SQM Group
Learn how to define, calculate and improve first contact resolution (FCR) using some proven best practices.| 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
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| SQM Group
Discover the benefits of call center software that delivers customer experience improvement opportunities to individual agents and their supervisors.| SQM Group
Find out how much operational savings your call center will gain by using mySQM™ Auto QA.| 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