SQM Group's Customer Experience Best Practices Blog

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Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX in the recent article from Mike Desmarais, Founder & CEO of SQM Group, where he shares CSR recognition best practices.
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Learn about our call resolution delivery model and call handling behaviors for improving CX.
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Learn about CSR coaching & recognition best practices to improve CX.
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Discover the business case and key benefits of utilizing a Customer Quality Assurance (CQA) program to improve CX for your contact center. This process uses both voice of the customer (VoC) and call compliance information to assess call quality and is one of the best practices for improving customer experience performance.
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Within every organization driven to improve their customer’s day to day experiences, there are leaders helping to guide these organizations towards CX excellence. In this article I will introduce you to one of those great leaders, Ken Baur, to discuss customer experience and what advice he has for other leaders.
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Understand what customers experience for each interaction and touchpoint key moments of truth and, most importantly, discover CX improvement opportunities
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We announce the top 25 finalists for this award as everyone realizes the impact this award can have on that one extraordinary individual.
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We have all heard the old adage, “happy employees make happy customers.” SQM’s research definitely confirms that this saying is true.
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Outstanding customer experience (CX) is now the competing differentiator for organizations as it has become very difficult to differentiate offerings based on products and pricing alone. Customers expect consistent service no matter what interaction or touchpoint they are experiencing.
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Special Interview with 3 of SQM’s Women Leaders for National Business Women’s Week. Learn about these incredible women and how they have become leaders in the customer experience research world.