Call Center Best Practices Case Studies
Learn the best practices from award-winning Leading North American call centers to improve FCR and customer service.
Call Center Case Studies for Improving FCR and Customer Service
For more than 25 years, SQM Group has been conducting VoC research to determine the best practices (i.e., people, processes and technology) that call centers use for improving their FCR and CX performance. Learn about the best practices that award-winning North American companies use to improve their call center first call resolution, customer service, operating costs, Csat, and NPS:
FCR MEASUREMENT
BEST PRACTICES
First Call Resolution
Measurement Blog
Blue Cross Blue Shield of Massachusetts - FCR Measurement Case Study
DESKTOP APPLICATIONS BEST PRACTICES
Comcast - Desktop Applications Case Study
AGENT RECOGNITION
BEST PRACTICES
Regence - Agent Recognition Case Study
QUALITY ASSURANCE
BEST PRACTICES
407 ETR - Quality Assurance Case Study
CALL HANDLING
BEST PRACTICES
Canadian Tire Financial Services - Call Handling Case Study
AGENT ESCALATION SUPPORT BEST PRACTICES
Blue Cross Blue Shield of Massachusetts - Agent Escalation Support Case Study
PERFORMANCE MANAGEMENT SYSTEM BEST PRACTICES
Performance Management Systems Blog
Scotia iTRADE - Performance Management System Case Study
AGENT TRAINING
BEST PRACTICES
Premera Blue Cross - Agent Training Case Study
AGENT SELECTION
BEST PRACTICES
Canadian Tire Financial Services - Agent Selection Case Study
JOURNEY MAPPING BEST PRACTICES
Regence - Customer Journey Mapping Case Study
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