SQM Group

FCR, CX, and Best Practices Blog

SQM is dedicated to helping contact centers improve their First Call Resolution and lower their operating cost. To help you with that, we have developed blog posts based on FCR research and FCR best practices for delivering the experience your customers expect. Sign-up to keep up with SQM’s latest FCR research and FCR best practices blogs, whitepapers, webinars, and certification courses delivered weekly.

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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.
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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.
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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.