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
Find the Customer Experience Strategy (CX Strategy) to help your call center improve customer service and achieve better results.| www.sqmgroup.com
First Call Resolution (FCR) is widely considered the key performance metric that provides a balanced view (quality and cost) of a call center’s overall performance.| SQM Group
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
Measure internal and external Customer Experience using First Call Resolution; the King of all Call Center Metrics.| SQM Group
Improve your FCR rate - identify repeat call reasons, and determine the root causes to help you develop a plan to action| www.sqmgroup.com
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.| www.sqmgroup.com