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
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet quitting.| SQM Group
3 tips to improve first call resolution by motivating your employees through recognition.| www.sqmgroup.com
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
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
10 Indispensable Agent Tips for Improving Customer Service and the First Call Resolution Rate| SQM Group