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
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
Discover the distinction between Voice of the Customer First Call Resolution and One Contact Resolution.| 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
Call center industry operational benchmarking data and the FCR impacts study. We have put together the top 12 highlights on how operational benchmarking data impacts FCR.| 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