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Awards

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Research

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Conference

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Consulting

• CX Best Practice Certification
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• FCR Improvement Plan
• CX IDCA Improvement Cycle
• CX Essentials – Train the Trainer

Resources

• SQM Books
  • One Contact Resolution 2nd Edition
    • One Contact Resolution 2nd Edition Book Order Form
  • One Contact Resolution by Mike Desmarais and Lara Pow (2016)
    • One Contact Resolution Book Order Form
  • FCR Best Practices by Mike Desmarais (2015)
    • FCR Best Practices Book Order Form
  • First Call Resolution by Mike Desmarais (2012)
    • First Call Resolution Book Order Form
  • World Class Call Center by Mike Desmarais (2009)
    • World Class Call Center Book Order Form
• CX Best Practices
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• SQM Tools
  • FCR Return On Investment Calculator
  • Sample Size Calculator
  • List Randomizer Generator

Blog

• Does Your Recognition Program Motivate CSRs and Managers?
• Contact Center Best Practice Awards: Q&A
• One Contact Resolution - The Metric that Matters the Most for Improving Multi-Channel Customer Experience
• Contact Center Industry 2015 Award Winners
• Most Customers Do Not Like to Channel Hop
• What is One Contact Resolution?
• Multi-Channel Customer Satisfaction Research
• Customer Contact Channel Preference
• Call Center Customer Experience Research
• Customer Contact Channel Usage
• Multi-Channel and Omni-Channel Customer Experience Difference
• Enterprise Wide Customer Satisfaction is Mediocre for Most
• Business Case for One Contact Resolution
• World Class Certification for CSRs and Supervisors
• FCR is More Than a Metric, it’s an Operating Philosophy
• Celebrating Customer Service Representative Heroes
• Customer Experience Strategy – Pulse Check
• Contact Center FCR Best Practices
• What Today’s Connected Customers Really Want For CX
• Contact Center Industry 2016 Customer Experience Award Winners
• Outside-In or Inside-Out CX Operating Practices
• Top 5 Reasons to Improve First Call Resolution
• Top 10 Repeat Call Reasons for Complaint Callers
• CX Journey Mapping Best Practices
• Contact Center CSR Recognition Best Practices
• Top 10 CX Metrics