This book provides over 300 pages of tremendous industry insights including the top 10 FCR best practice case studies for improving First Contact Resolution, cost and Csat from some of the most successful organizations in North America.
A Note From The Author, Mike Desmarais
“For SQM clients, I am confident that if the contact center best practices from this book are implemented, it will help you to improve your contact center’s FCR, cost, contact channels and Csat performance. I highly recommend that you contact an SQM consultant on how to properly implement the best practices identified in the FCR Best Practices book.”
For Non-SQM clients that would like to purchase the book, SQM highly recommends participating in SQM’s contact center benchmarking study. SQM’s benchmarking study will provide great insights on how to implement the best practices identified in the FCR Best Practices book.
Purchase the book: FCR Best Practices
- Purchase the FCR Best Practices book only = $249