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
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.| www.sqmgroup.com
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.| 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 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
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
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
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