The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or problem.| www.sqmgroup.com
Find the Customer Experience Strategy (CX Strategy) to help your call center improve customer service and achieve better results.| www.sqmgroup.com
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.| www.sqmgroup.com
Discover the distinction between Voice of the Customer First Call Resolution and One Contact Resolution.| SQM Group
Find the right metrics to provide valuable insights into your call center customers' experience.| SQM Group
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel.| www.sqmgroup.com