Leverage persona profiles to optimize customer interactions, tailoring them to match various customer segment preferences, needs, and characteristics.| SQM Group
Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
When customer satisfaction improves, the improvement source is that the agents' customer satisfaction skills have been enhanced.| 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
Engaging work-from-home call center agents is crucial for their productivity, motivation, and overall job satisfaction.| SQM Group
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| SQM Group
This blog is a comprehensive guide for conducting post-call surveys to measure, track, benchmark, and improve customer service.| SQM Group
This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).| SQM Group
Great Customer service is a critical component of a contact center. Discover how to assist customers before, during, and after their transaction.| SQM Group
Discover our comprehensive guide on how Call Center Quality Assurance (QA) works for improving first call resolution and customer service.| SQM Group
A call center dashboard provides comprehensive and customizable data visualization reporting from the agent to the call center level.| SQM Group
Current call center QA practices have many problems; in many cases, it only evaluates 1-2% of customer calls and is a manual process driven by employees.| SQM Group
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
As a result of the higher agent turnover, job burnout, absenteeism, and operating cost, you can argue that call center turnover is the most important KPI.| SQM Group