Leverage persona profiles to optimize customer interactions, tailoring them to match various customer segment preferences, needs, and characteristics.| SQM Group
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
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.| www.sqmgroup.com
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