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CX and FCR Best Practices Blog

We all know that in today’s increasingly challenging contact center arena that it is essential to provide an exceptional customer experience to ensure that customers stay loyal to your organization. SQM is here to help you with that with our consistent blog posts focusing on trends in the contact center industry, as well as best practices for delivering the experience your customers expect. Research shows that a customer’s experiences will have a great influence on their personal networks and their peers, so follow us and make sure you are delivering a world class service model! Keep up with SQM’s latest customer experience research articles, whitepapers, webinars, and certification courses by signing up here for our marketing emails.

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What Today’s Connected Customers Really Want For CX
Today’s connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use.…
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Customer Experience Strategy - Pulse Check
Most organizations are interested in developing a customer experience strategy because they are grappling with how to improve enterprise wide Customer…
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Celebrating Customer Service Representative Heroes
Recognizing customer service representatives for resolving tough customer calls is one of the best practices for improving first call resolution and…
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World Class Certification for CSRs and Supervisors
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition…
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Business Case for One Contact Resolution
When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and…
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Enterprise Wide Customer Satisfaction is Mediocre for Most
SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about…
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Multi-Channel and Omni-Channel Customer Experience Difference
The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or…
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Customer Contact Channel Usage
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.
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Call Center Customer Experience Research
SQM’s customer experience research shows that the call center channel has the highest contact volume of all contact channels for resolving a problem.
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Customer Contact Channel Preference
The call center channel remains the customer’s contact channel of choice for resolving an inquiry or problem. Many people are surprised about the…
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Multi-Channel Customer Satisfaction Research
What are the differences between One Contact Resolution (OCR), multi-channel, and omni-channel customer experience from a Csat point of view?
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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.