This blog will discuss techniques and examples of probing or open-ended questions that can be asked to improve customer service and customer satisfaction.| SQM Group
Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
Equipping agents with the best assurance statements to help them navigate challenging conversations with confidence.| 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
Let's dive into the nitty-gritty of service level calculations, looking at industry standards and common pitfalls.| SQM Group
Find the Customer Experience Strategy (CX Strategy) to help your call center improve customer service and achieve better results.| www.sqmgroup.com
Let's explore the 2024 FCR benchmark results. Highlighting trends, challenges, and advancements.| SQM Group
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
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
The Moments of Truth that matter the most when calling a call center for customer service.| SQM Group
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| 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
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.| www.sqmgroup.com
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
Learn how to define, calculate and improve first contact resolution (FCR) using some proven best practices.| 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
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.| SQM Group
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| 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
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
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
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different.| SQM Group
Boost call center tone with 5 practical tips for better communication and customer experiences. Implement now for improved agent skills.| SQM Group