SQM Group's Customer Experience Best Practices Blog

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Jul 10, 2018, 10:02 AM
Customers experience emotion when trying to resolve an inquiry or problem using contact channels. Customers’ experiences when using a contact channel have always been emotional, and always will be at some level.
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Jun 26, 2018, 2:16 PM
On May 24, 2018, SQM Group Inc. recognized award-winning contact centers and front-line employee performances for over 50+ different award categories at the 19th Annual Customer Experience (CX) Awards Gala including Contact Center of the Year, CSR and Supervisor of the Year, World Class Certification, and Customer Experience Best Practices. This year was a special year for us at SQM, as Global News covered the awards gala and joined us in celebrating the best in the business for contact centers.
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Feb 27, 2018, 1:18 PM
Today’s connected customers expect to resolve their inquiry or problem on the first contact effortlessly, regardless of what contact channel(s) they choose to use or complexity of their inquiry or problem. SQM’s Top 10 CX Metrics provide valuable insights on customers’ experiences when using a contact channel or multiple contact channels to resolve an inquiry or problem and on an organization’s overall CX performance.
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Dec 21, 2017, 9:13 AM
As most contact center managers know, motivating CSRs to use the desired customer service behaviors to achieve world class call resolution performance, and retaining the best CSRs are great challenges. An effective recognition program will greatly help management in motivating CSRs to excel at providing call resolution at the world class level and to retain the top call resolution performing CSRs.
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Nov 15, 2017, 2:33 PM
Customers expect consistent service no matter what interaction or touchpoint they are experiencing. SQM Voice of the Customer (VoC) research shows only 5% of organizations provide world class Customer Experience (CX) and a whopping 42% of customers do not have a One Contact Resolution (OCR) experience when using a contact channel touchpoint to resolve an inquiry or problem.
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Sep 28, 2017, 9:33 AM
Shhh! SQM’s research shows that 14% of customers who call a contact center define their call as a complaint. In fact, most contact centers believe that their customer complaint calls are less than 5%.
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Aug 25, 2017, 1:42 PM
In most cases, customers expect to achieve FCR whether their contact reason is of low or high complexity no matter what contact channel they use.
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Jun 29, 2017, 11:33 AM
SQM awards CX excellence for FCR, customer and employee satisfaction performance for the contact center industry. We have recognized top performing organizations since 1998. SQM awards are unique in the industry as they are based on surveys with customers who have used a contact center and employees who work in a contact center.
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Mar 31, 2017, 8:58 PM
SQM’s CX research data reveals that 92% of contact center executives strongly agree or agree that improving CX is important, and given management’s struggle to accurately assess CX delivery and identify opportunities to improve CX, we thought it would be helpful to share SQM’s experience about the differences between Outside-In and Inside-Out CX operating practices.
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Mar 3, 2017, 8:56 PM
Today’s connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use. This conclusion is based on SQM’s research of benchmarking over 500 leading North American contact centers and conducting 7.5 million surveys with customers who used a contact channel to resolve an inquiry or problem.