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Multi-Channel and Omni-Channel Customer Experience Difference

The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or problem. However, it has been SQM’s experience based on benchmarking over 500 leading North American contact centers that very few organizations know their customers’ satisfaction

May 31st, 2016|Categories: Multi-Channel, Omni-Channel|Tags: , , , , |

Multi-Channel Customer Satisfaction Research

SQM is often asked, “What are the differences between One Contact Resolution (OCR), multi-channel, and omni-channel customer experience from a Csat point of view?”

March 25th, 2016|Categories: Multi-Channel|Tags: , , |