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
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
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
Learn why building customer rapport is one of an agent's most essential skills to delivering great 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
To ensure agents deliver customer empathy consistently, they need to be trained, coached, and monitored through their QA program and post-call surveys.| SQM Group