By: SQM Group Inc  01/06/2016
Keywords: Human Resources, Business Development, Team Building

VoC Coaching Guide: This VoC Coaching Guide Program is specifically designed for contact center frontline managers so that they can effectively coach their customer representatives to achieve world class call Csat performance using customer survey feedback.

Keywords: Business Coaching, Business Consultant, Business Development, Human Resources, Team Building

Other products and services from SQM Group Inc



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.


Operational Survey

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.



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.