SQM Group's Customer Experience Best Practices Blog

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Feb 22, 2016, 8:22 PM
What is One Contact Resolution? OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel prior to, or after, using the contact center. A simple way to think about this is ‘one contact – one channel.’
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Feb 20, 2016, 8:12 PM
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem. The below diagram shows contact channel volume distribution, and the second channel customers use when they need to contact the organization again to resolve the same inquiry or problem.
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Jan 29, 2016, 4:25 PM
As Founder of SQM Group, I look forward to this moment every year where we announce the winners for our annual Voice of the Customer Excellence program. And this is our 17th year!
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Dec 31, 2015, 12:00 PM
The vast majority of SQM client senior executives would agree that delivering a world class customer experience for contact channel usage is critical to their organization’s success. Many North American CEOs are seeking the improvement of customer experience and, in many cases, it is the number one priority for their organization.
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Dec 1, 2015, 9:11 AM
As the January 8, 2016 deadline nears for the Best Practice Awards story submissions, here are answers to some great questions we have received about these awards.
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Nov 23, 2015, 12:00 PM
A best practice to improve First Contact Resolution and other KPIs is to recognize CSR behavior and base rewards on VoC results with a recognition program.