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
SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.| SQM Group
This blog explores how integrating emotional intelligence in the call center can have a tangible impact on overall service quality.| SQM Group
Having adequate procedures in place on how to handle angry and abusive customers is essential to preventing high stress and job burnout for call center agents.| SQM Group