Multi-Channel Customer Experience Benchmarking and Tracking
SQM’s multi-channel post-call survey has a proven track record for measuring the attributes that accurately assess and benchmark your omni-channel customer satisfaction (Csat), one contact resolution, customer effort, call deflection, and CX improvement opportunities. A random sample of post-contact 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 call 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 Multi-Channel CX post-contact customer study consists of:
- Altogether, approximately 2000 post-contact surveys
- 1600 of the total surveys are only 2 minutes long for customers who only used one contact channel
- 400 of the total surveys are 5 minutes long for customers who used multiple channels
Multi-Channel CX Benchmarking Study
A one-time study that takes 2-3 weeks to complete. The post-contact customer survey is completed as a live interview with SQM’s in-house Telephone Survey Representatives. SQM benchmarks your contact center’s multi-channel CX delivery against the performance of over 500 leading North American contact centers. SQM Benchmarking Study participation qualifies your contact center for multi-channel CX awards.
Multi-Channel Benchmarking Report
A 50-page multi-channel customer experience benchmarking report will be delivered to you and your management team via onsite consultation or a video conference call with a senior SQM consultant. The report will outline your performance for multi-channel Csat, omni-channel, CX greatness, seamless effort, and one contact resolution. You will also receive best practices for delivering a seamless effort for multi-channel CX.
Multi-Channel CX Tracking Study
An ongoing study conducting surveys on a daily or weekly basis. Surveys can be conducted using any of our survey options. Customer feedback notifications are sent to you in real-time through mySQM™ Customer Service QA software and can be accessed through mobile devices, tablets, or desktop devices. SQM Tracking Study participation qualifies your contact center for multi-channel CX awards.
Multi-Channel Tracking Report
A quarterly multi-channel customer experience tracking report will be delivered to you and your management team via a video conference call with a senior SQM consultant outlining your multi-channel customer experience and business impact performance. Real-time access to your customer survey information is available to all levels of staff through mySQM™ Customer Service QA software.
SQM’s Multi-Channel Customer Experience Study will provide the following:
All tracking study data is captured, analyzed, and reported using mySQM™ Customer Service QA software.