Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
Low agent engagement for the contact center industry has been an Achilles heel and is one of the main reasons why annual agent turnover is over 25%.| SQM Group
When customer satisfaction improves, the improvement source is that the agents' customer satisfaction skills have been enhanced.| SQM Group
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.| SQM Group
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.| SQM Group
Measure employee satisfaction, engagement, retention, and HR practices for helping organizations deliver positive customer experiences.| www.sqmgroup.com
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.| SQM Group
This blog is a comprehensive guide for conducting post-call surveys to measure, track, benchmark, and improve customer service.| SQM Group
This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).| SQM Group
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| SQM Group
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.| www.sqmgroup.com
Resolving calls and having very satisfied customers requires highly skilled Agents, find exclusive tips for improving FCR and customer service.| SQM Group