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FCR, CX, and 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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SQM Groups Top 10 CX Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact channel.
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Contact Center CSR Recognition Best Practices
A recognition program will greatly help in motivating CSRs to excel at providing call resolution and to retain the top call resolution performing…
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CX Journey Mapping Best Practices
Customers expect consistent service no matter what interaction or touchpoint they are experiencing. SQM Voice of the Customer (VoC) research shows…
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Top 10 Repeat Call Reasons for Complaint Callers
Shhh! SQM’s research shows that 14% of customers who call a contact center define their call as a complaint. In fact, most contact centers believe…
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Outside-In or Inside-Out CX Operating Practices
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.
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What Customers Really Want For Their Call Center Customer Experience
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…