SQM's Top 10 VoC Metrics provides valuable insights into customers' experiences using a contact channel or multiple contact channels to resolve an inquiry or problem.| SQM Group
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| 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
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.| www.sqmgroup.com
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| 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
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