Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.| SQM Group
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| 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
Not only do customer service scripts provide your agents with real-time support if they need it, but they are also excellent tools for training new agents.| SQM Group
A comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call center 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