Discover the pre/post-COVID-19 employee and customer experience benchmark research for employee and customer satisfaction metrics.| SQM Group
A recognition program will greatly help in motivating CSRs to excel at providing call resolution and to retain the top call resolution performing CSRs.| www.sqmgroup.com
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
Optimize agent efficiency and effectiveness in delivering cost-effective customer service with Call Center Performance Management.| SQM Group
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX| SQM Group
An effective escalation agent should first fix the customer's emotions and then fix the problem. Learn how to improve your call center agent escalations| 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
Call handling is the process and management involved with outbound and inbound phone calls that a business makes and receives.| 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
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.| SQM Group
Discover the impact that First Call Resolution has on Net Promoter Score® NPS and how improving FCR will increase promoters and reduce detractors.| www.sqmgroup.com
Discover the impact the FCR metric has on Customer Retention and how improving FCR increases secure customers and reduces customers at risk of defection.| SQM Group