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The Omni-Channel Customer Experience Study uses customer surveys to capture feedback when using a call center and another contact channel (e.g., web self-service, email, IVR self-service, chat and social media) to resolve the same inquiry or problem. SQM’s omni-channel post-call survey has a proven track record for measuring the attributes that accurately assess and benchmark your customer satisfaction (Csat), contact resolution, customer effort and call deflection opportunities.
A random sample of post-call telephone surveys is conducted with customers who had a transaction with your call center and, in many cases, another contact channel. SQM's research shows that approximately 20% of customers calling a contact center also used another contact channel (e.g., email, web self-service, IVR self-service, chat or social media) to resolve their same inquiry or problem.
The post-call customer survey is:
A one-time study that takes 2-3 weeks to complete. The post-call customer survey is completed as a live interview with SQM’s in-house Telephone Survey Representatives.
An ongoing study conducting surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options.
A 50 page omni-channel customer experience benchmarking report will be delivered to you and your management team via a conference call with a senior SQM consultant outlining your omni-channel customer experience and business impact performance.
An omni-channel customer experience tracking report will be delivered quarterly to you and your management team via a conference call with a senior SQM consultant outlining your omni-channel customer experience and business impact performance. Real-time access to your customer survey information is available to all levels of staff in a secure encrypted manner through mySQM™ Reporting.
Contact SQM Group via email or phone us at 1-800-446-2095 to schedule a time where an SQM representative can walk you through the details of our Omni-Channel Customer Experience Study.