Unlock the power of empathy in customer experience. Learn how to build stronger relationships and achieve measurable outcomes with SQM Group's expert guidance.| SQM Group
Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
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
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
Discover the most efficient call center structures that enhance performance metrics like FCR and customer satisfaction. Maximize your center's success today!| SQM Group
Call center dashboards that provide the most insights to include customer service QA in real-time and historical data.| SQM Group
3 tips to improve first call resolution by motivating your employees through recognition.| www.sqmgroup.com
Explore how SQM's Post-Call CSat Prediction QA Model works and how it is a game changer for QA in call centers.| SQM Group
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
An effective escalation agent should first fix the customer's emotions and then fix the problem. Learn how to improve your call center agent escalations| SQM Group
The Moments of Truth that matter the most when calling a call center for customer service.| SQM Group
Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.| SQM Group
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.| SQM Group
Measure employee satisfaction, engagement, retention, and HR practices for helping organizations deliver positive customer experiences.| www.sqmgroup.com
Call center industry operational benchmarking data and the FCR impacts study. We have put together the top 12 highlights on how operational benchmarking data impacts FCR.| 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
From a CSQA perspective, 360-Degree Feedback lets agents and supervisors get a fuller picture of a customer's experience interacting with a call center.| SQM Group
10 Indispensable Agent Tips for Improving Customer Service and the First Call Resolution Rate| SQM Group
Discover the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
Discover the impact the FCR metric has on Customer Retention and how improving FCR increases secure customers and reduces customers at risk of defection.| SQM Group
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.| www.sqmgroup.com
A comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call center customer service.| SQM Group
Software specifically built for call centers, designed to measure, track, benchmark, improve customer and employee experience, and reduce costs.| 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
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
AI can help companies improve agent performance and enhance CX, accelerating the process by providing real-time actionable insights and feedback.| SQM Group