Operational Survey

By: SQM Group Inc  01/05/2016
Keywords: Business Consultant, Business Consultants, Employee

SQM Group is in the forefront of voice of the customer (VoC) research for measuring and improving customer experience and satisfaction in the contact center industry. SQM Group is proud to announce an opportunity for organizations to be a part of a contact channel benchmarking survey. Be a part of this insightful and leading-edge research and gain valuable insights and comparisons of key operational strategies for improving customer experience, customer journey, contact channel execution and intelligence, workforce optimization, and tools and technology. We invite senior executives and strategic contact channel leaders to join in this ground-breaking research and participate in a 1-2 hour survey, reviewing a series of strategic questions on your contact channel practices. Complete the survey with us before November 30th, 2015 to receive your free copy of the full SQM Contact Channel Strategy Report. You will receive a complimentary, in depth report outlining the current state of the contact center industry including: contact channel usage, current strategies, and trends for the future of the contact center at completion of the research. This free report will allow you to compare your organization to this current benchmarking and provide insights into the outlook of contact channel strategies within the contact channel industry. As with the rest of SQMs operational research, responses will remain anonymous.

Keywords: Business Consultant, Business Consultants, Business Operation, Employee

Other products and services from SQM Group Inc



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



FCR Best Practice Validation: SQM will validate if your contact center practice(s) is a best practice. SQM’s best practices are


Employee Studies

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


Customer Studies

Customer Quality Assurance: SQM’s Customer Quality Assurance evaluation service is a revolutionary process that for the same call uses both



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



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



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


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.


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.


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.


Research Capabilities-Surveying

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