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World Class Call Center Book
About the Book
Purchase the Book FCR/Csat Workshops 2010 SQM Summit Conference Demo Request Free SQM Articles
Great Coaching Stories - 2009
Great Customer Stories - 2009 Great Customer Stories - 2008 Retaining Customers FCR - Metric that Matters Most Member Log-in / Sign-up Home 
Phone: (800) 446-2095 Fax: (250) 260-7821 Email: inform@sqmgroup.com Website: www.sqmgroup.com |
Author: Mike Desmarais, President & Founder of SQM Group (Book contains 310 pages)
The purpose of the book, World Class Call Center, is to help call center managers improve their FCR, Esat and Csat performance. SQM has been benchmarking, tracking and helping leading North American call centers to improve their performance for over 14 years. As a result of benchmarking over 400 call centers and surveying over one million customers and 25,000 CSRs on an annual basis, SQM has gained valuable insights into call center FCR, Esat and Csat performance. These valuable insights have resulted in the best practices presented in this book, which have been validated by world class call center leaders. 
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