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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.

Customer Contact Channel Usage
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.
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.
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…
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?
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.
Most Customers Do Not Like to Channel Hop
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem.
One Contact Resolution - The Metric that Matters the Most
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.