CXM Software for Contact Centers
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The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
Are you in need of research, best practices or case studies on the contact center industry?
SQM publishes contact center industry books on a regular basis, and at present, have 5 in depth books available for your purchase and reading pleasure. While each book has slightly different content, the core lessons within each book are how to take your contact center from it's current state, into a world class performing state. This can be accomplished by analyazing the data within the books as to how it relates to your industry, taking one or more of the best practices from a book and implementing them into your organization, or simply by learning from other leading organizations as to what works, how it works, and the challenges involved with rolling out a new customer experience strategy.
This book builds on our One Contact Resolution book with contact channel customer experience research from award-winning organizations. The Top 10 Customer Experience metrics are highlighted throughout this book and introduces the Customer Emotion Experience metric.
Includes topics about the barriers organizations encounter that hinder OCR improvements such as:
This book covers operational and customer research about customers’ experiences using contact channels to resolve their inquiries or problem. This book focuses on the multi-channel experience and looks at how to use customer feedback to drive continuous improvements across all contact channel options. Our newest metric (OCR – One Contact Resolution) is also introduced as a supplementary measure to the FCR metric.
Includes case studies from many award-winning North American organizations such as:
This book focuses on defining, sharing research, client success stories and best practices for improving a call centers FCR, as well as introduces the Top 10 Best Practices for improving a call centers performance. Research is based on the over 1,000,000 customer surveys SQM conducted with individuals over the prior year. Includes case studies from many leading North American organizations.
Top 10 best practices include topics such as:
This book covers the Top 10 First Contact Resolution Best Practices and their corresponding case studies as they relate to customer experience within the contact center industry. In addition, the book introduces SQM’s recent multi-channel research and the impact of a seamless omni-channel experience on call center performance.
Includes case studies on the below clients:
This book introduces call center managers and directors to the variables that can impact a call centers performance, as well as how to measure and improve their performance to become World Class. This is SQM’s first call center research book and will answer the question “What makes world-class call centers wildly successfully with great first call resolution, employee satisfaction, customer satisfaction, and low cost per call resolution performance”.
Discover radical new thinking on topics such as:
Founder and CEO of SQM Group
Mike has over 25 years of contact center service quality measurement, benchmarking and consulting experience.
Chief Finance and Operations Officer of SQM Group
Lara has a Doctorate in Business Administration and a Master’s degree in Mathematical Physics. She has over 15 years of research and analysis experience.
Learn more about SQM Group, the mySQM™ CX Insights platform, and how we can help your company improve your CX delivery.