This book provides tremendous value as it is, in essence, a 400 page white paper on FCR research and best practices for improving FCR.
“Today, customer facing units are being challenged to improve the customer’s experience. In this effort, I can always rely on SQM as a leader and respected voice on the subject of FCR. This book delivers on that proven reputation.”
– Belinda Alexander, Vice President, Contact Center Operations, GMAC Mortgage
“How to measure and improve FCR has been an ongoing debate. This book ends the debate by providing definitive answers on how to measure and improve FCR.”
– Tom Brennan, PMP, CHDM, FCR Champion, Marriott International