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
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
Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.| 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
Find the right metrics to provide valuable insights into your call center customers' experience.| 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
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