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The SQM CX Snapshot Benchmarking Study

 

SQM’s CX Snapshot Benchmarking Study accurately measures, benchmarks, and identifies opportunities for improving your contact center customer experience.
 

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Find Out How Your Contact Center CX Measures Up

Using Voice of the Customer (VoC) research for all major contact channels, SQM provides you with data and metrics to show you how your CX stacks up against more than 500 best practice organizations.

Delivering a formal report that outlines your metrics, identifies opportunities for improvement and provides guidance and actionable insights, SQM's Snapshot Benchmarking Study gives you the initial tools to help you improve your organization's customer experience.

Some of the Benefits

If your CX Strategy could benefit from these insights, let the experts at SQM assist you. We can assess your contact center business practices and provide clear direction for CX performance improvement by analyzing Voice of the Customer data and direct employee feedback surveys.

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  1. EXAMINE your employees' satisfaction with your contact center’s ability to deliver positive CX
  2. COMPARE your contact center’s CX business practices to leading North American and world class organizations
  3. DETERMINE how effective your CX strategy is from your frontline, support staff, and senior management perspectives
  4. LEARN how your employee engagement performance is impacting your CX
  5. EVALUATE how your employee competence practices impact CX
  6. ANALYZE how your performance management system impacts CX
  7. DISCOVER best practices for improving CX performance
  8. UNDERSTAND how to prioritize business practice improvement opportunities to improve CX

 

 

CX Improvement Best Practice Recommendations Included

If you would like to understand your core business on a deeper level, see how you stack up against top North American performers, and take the first step towards effective CX improvement then sign up for our CX Benchmarking Study today. Your study will also include important CX Best Practice Recommendations specific to your contact center to help you move forward on your improvement path.

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Methodology

A random sample of post-contact customer experience surveys is conducted with customers who have had a transaction with your contact channel within 1 business day of their interaction. SQM’s post-contact customer experience survey has a proven track record for measuring the attributes that accurately assess and benchmark your CX Greatness, OCR, FCR, Csat, and NPS® performance. 

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Process

The CX Snapshot is a one-time study that takes 2-3 weeks to complete. Over this time, SQM will complete the surveys, and then benchmarks your contact centers’ customer experience delivery against the performance of over 500 leading North American contact centers.

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Deliverables

A 50-page report is delivered to you and your management team outlining your contact channel’s CX Greatness, OCR, FCR, Csat, NPS ® performance, operational performance, and opportunities for reducing repeat contacts. SQM will provide targeted and individualized recommendations to improve your contact channel performance.

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Get Started Today

Take advantage of an easier, more effective way to promote CX improvement among your frontline team.

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