One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.| www.sqmgroup.com
Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.| SQM Group
Benchmark or track Customer Experience surveys for opportunities for improvement, and awards call centers that have demonstrated excellence.| 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