In this blog, we discuss the benefits of personalized customer experience and explore 10 personalization tips to help resolve issues on the first contact.| www.sqmgroup.com
When customer satisfaction improves, the improvement source is that the agents' customer satisfaction skills have been enhanced.| SQM Group
Persona Communication Styles research on how CSRs in Call Centers can adapt their personality to match their customer’s style leading to higher call resolution and higher Csat.| 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
We provide insights into what EI is, how to determine your IE, and how to use EI in call center interactions to improve customer service and satisfaction.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| SQM Group
Learn why building customer rapport is one of an agent's most essential skills to delivering great customer service.| SQM Group
A comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call center customer service.| 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
SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.| SQM Group