Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.| SQM Group
Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
Analyze 100% of calls with our auto QA/CX analytics tool and predict customer satisfaction with up to 95% accuracy for every call.| SQM Group
We explain what a call center scorecard is, its importance, and how to create a call center scorecard for meeting business and customer expectations.| SQM Group
We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.| SQM Group
Optimize agent efficiency and effectiveness in delivering cost-effective customer service with Call Center Performance Management.| SQM Group
Call center dashboards that provide the most insights to include customer service QA in real-time and historical data.| SQM Group
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| 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
Measure employee satisfaction, engagement, retention, and HR practices for helping organizations deliver positive customer experiences.| 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
Companies must prioritize enhancing CX to foster customer satisfaction and loyalty.| SQM Group
This blog is a comprehensive guide for conducting post-call surveys to measure, track, benchmark, and improve 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
Find out how much operational savings your call center will gain by using mySQM™ Auto QA.| www.sqmgroup.com
Great Customer service is a critical component of a contact center. Discover how to assist customers before, during, and after their transaction.| SQM Group
10 Indispensable Agent Tips for Improving Customer Service and the First Call Resolution Rate| 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 why building customer rapport is one of an agent's most essential skills to delivering great customer service.| SQM Group
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
Explore 20 essential habits that call center agents can integrate into their daily routines.| SQM Group
SQM's on-demand agent self-CX soft skills training empowers agents to take charge of their professional development.| SQM Group
We discuss how and why body language can really influence the way a customer perceives their interaction with an agent over the phone.| SQM Group
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different.| SQM Group
Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or team development.| SQM Group
This blog will compare these three tools and demonstrate how each contributes to optimizing performance and elevating overall efficiency.| SQM Group
This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of call centers.| SQM Group
Real-time financial recognition operates on a simple yet powerful principle—acknowledging and rewarding positive behaviors exhibited by call center agents.| SQM Group
AI can help companies improve agent performance and enhance CX, accelerating the process by providing real-time actionable insights and feedback.| SQM Group