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
Optimize agent efficiency and effectiveness in delivering cost-effective customer service with Call Center Performance Management.| SQM Group
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
Let's explore the 2024 FCR benchmark results. Highlighting trends, challenges, and advancements.| SQM Group
In this blog, we'll explore the top 12 KPIs every call center should track and offer actionable tips for improving them.| SQM Group
Multi-Channel Customer Experience Studies use surveys to capture feedback when using a call center and another contact channels.| 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
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| SQM Group
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.| 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
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| SQM Group
Companies must prioritize enhancing CX to foster customer satisfaction and loyalty.| SQM Group
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
Contact Center Software includes an employee rewards and recognition program that is the quickest way to provide great CX.| SQM Group
With mySQM™ Customer Service QA software, coaching has never been easier or more effective for improving and providing great CX performance.| SQM Group
SQM offers on-demand online agent self-CX soft skills training delivered through our mySQM™ QA software.| 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
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
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
mySQM™ FCR Insights software is designed to help call centers capture, analyze, benchmark, and report customer and employee experience.| SQM Group
Personalized Intelligence™, a suite of six SQM proprietary features designed to help customer service representatives improve their customer experience.| www.sqmgroup.com
Reach out for a free demo trial of our powerful call center measurement software that is specialized for improving customer service management.| SQM Group
Software specifically built for call centers, designed to measure, track, benchmark, improve customer and employee experience, and reduce costs.| 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