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
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
The Moments of Truth that matter the most when calling a call center for customer service.| SQM Group
Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.| SQM Group
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| SQM Group
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.| 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
Emotional intelligence in a call center environment is about the Agent's ability to understand and create a positive emotional connection with customers.| SQM Group
Discover our comprehensive guide on how Call Center Quality Assurance (QA) works for improving first call resolution and customer service.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| SQM Group
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
Resolving calls and having very satisfied customers requires highly skilled Agents, find exclusive tips for improving FCR and customer service.| 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
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