FCR Best Practices
Author: Mike Desmarais,
CEO & Founder of SQM Group
(Book contains 332 pages)
The purpose of the book, FCR Best Practices, is to help contact center managers improve their FCR, cost, contact channels and Csat performance. This book shares the top 10 FCR best practice case studies from award winning contact centers across North America. Since 1996, SQM has been the leading authority for measuring, benchmarking, tracking, consulting, awarding and improving contact center FCR performance in North America. As a result of benchmarking over 500 leading North American contact center, surveying over 1 million customers and 25,000 CSRs on an annual basis, SQM has gained valuable insights into contact center FCR performance and best practices for improving FCR. This book builds on SQM’s previous books, World Class Call Center and First Call Resolution.
A Note From The Author, Mike Desmarais
“For SQM clients, I am confident that if the contact center best practices from this book are implemented, it will help you to improve your contact center’s FCR, cost, contact channels and Csat performance. I highly recommend that you contact an SQM consultant on how to properly implement the best practices identified in the FCR Best Practices book.”
For Non-SQM clients that would like to purchase the book, SQM highly recommends participating in SQM’s contact center benchmarking study. SQM’s benchmarking study will provide great insights on how to implement the best practices identified in the FCR Best Practices book.
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Purchase the book: FCR Best Practices
- Purchase the FCR Best Practices book only = $249