Low agent engagement for the contact center industry has been an Achilles heel and is one of the main reasons why annual agent turnover is over 25%.| SQM Group
When customer satisfaction improves, the improvement source is that the agents' customer satisfaction skills have been enhanced.| SQM Group
Optimize agent efficiency and effectiveness in delivering cost-effective customer service with Call Center Performance Management.| SQM Group
3 tips to improve first call resolution by motivating your employees through recognition.| www.sqmgroup.com
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
Measure employee satisfaction, engagement, retention, and HR practices for helping organizations deliver positive customer experiences.| www.sqmgroup.com
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.| www.sqmgroup.com
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
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