One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.| www.sqmgroup.com
Discover the distinction between Voice of the Customer First Call Resolution and One Contact Resolution.| SQM Group
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.| www.sqmgroup.com
Find the right metrics to provide valuable insights into your call center customers' experience.| 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