Consulting

By: SQM Group Inc  01/06/2016
Keywords: Business Development, Business Process, Process Improvement

FCR Best Practice Validation: SQM will validate if your contact center practice(s) is a best practice. SQM’s best practices are based on our award winning contact center best practice standards. A best practice must have a positive impact on FCR, Csat, cost and Esat performance. FCR Improvement Plan: One of the most important services SQM offers is to help our contact center clients develop and implement a plan for improving their FCR performance. VoC Performance Mgmt Plan: Implementing a voice of customer (VoC) Performance Management System has been the quickest and most successful practice for improving first call resolution (FCR) and customer satisfaction. Repeat Call Reduction (IDCA): SQM’s Repeat Call Reduction IDCA Improvement Cycle process helps contact center managers reduce customer repeat calls. Reducing repeat calls is one of the best practices and opportunities for lowering operating cost, providing higher first call resolution, customer satisfaction and retention.

Keywords: Business Consultant, Business Development, Business Process, Process Improvement

Other products and services from SQM Group Inc

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Training

VoC Coaching Guide: This VoC Coaching Guide Program is specifically designed for contact center frontline managers so that they can


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Employee Studies

Esat for FCR Effectiveness: From an employee perspective, this study benchmarks your contact center’s FCR business practices effectiveness, provides insights


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Customer Studies

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Outsourcing

SQM offers a quality assurance outsourcing service that can help organizations provide world class customer service and/or improve first call resolution performance.


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Operational Survey

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Tracking

Omni Channel: From a customer’s perspective, this study measures and tracks the entire customer experience when using a call center


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Benchmarking

Omni-Channel: From a customer perspective, this study benchmarks the entire customer experience, when using a contact center and, in many


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Research Capabilities-Account Management

SQM has highly qualified research analyst and account manager professionals who are passionate and dedicated to managing your contact center research project and initiatives.


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Research Capabilities-Reporting

SQM’s mySQM™ web portal is designed to allow our clients real-time access to their customer survey information from the convenience of their desktop in a secure encrypted manner.


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Research Capabilities-Analyzing

SQM measures all contact channels (i.e., contact center, website, email, IVR, site) with a focus on the customer`s FCR experience.


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Research Capabilities-Surveying

SQM conducts accurate, reliable and actionable post-contact surveys.