Benchmarking

By: SQM Group Inc  05-01-2016
Keywords: Customer Service, Market Research, Business

Omni-Channel: From a customer perspective, this study benchmarks the entire customer experience, when using a contact center and, in many cases, another contact channel to resolve the same inquiry or problem, against leading North American organizations. Contact Channels: This benchmarking study provides customer survey feedback on the performance of each contact channel and helps you gain a better understanding how each contact channel is performing individually, in comparison to one another and against the contact center industry benchmark average. Call Center: From a customer perspective, this study benchmarks your call center against 500 leading North American call centers’ FCR, Csat and Customer Protection – CP SCORE™ performance, identifies repeat call reasons, provides proven best practices on reducing repeat calls and awards call centers that have demonstrated FCR, Csat and Customer Protection – CP SCORE™ excellence. Website: From a customer perspective, this study benchmarks your website contact channel against leading North American organizations’ website contact channel FCR, Csat and Customer Protection – CP SCORE™ performance, identifies repeat website contact reasons, provides proven best practices on reducing repeat website contacts and awards organizations that have demonstrated FCR, Csat and Customer Protection – CP SCORE™ excellence. IVR: From a customer perspective, this study benchmarks your IVR contact channel against leading North American organizations’ IVR contact channel FCR, Csat and Customer Protection – CP SCORE™ performance, identifies repeat IVR contact reasons, provides proven best practices on reducing repeat IVR contacts and awards organizations that have demonstrated FCR, Csat and Customer Protection – CP SCORE™ excellence. Email: From a customer perspective, this study benchmarks your email contact channel against leading North American organizations’ email contact channel FCR, Csat and Customer Protection – CP SCORE™ performance, identifies repeat email contact reasons, provides proven best practices on reducing repeat email contacts and awards organizations that have demonstrated FCR, Csat and Customer Protection – CP SCORE™ excellence. Site: From a customer perspective, this study benchmarks your site contact channel (i.e., branch, retail store, dispatching, service work, etc) against leading North American organizations’ site contact channels FCR, Csat and Customer Protection – CP SCORE™ performance, identifies repeat site contact reasons, provides proven best practices on reducing repeat site contacts and awards organizations that have demonstrated FCR, Csat and Customer Protection – CP SCORE™ excellence.

Keywords: Business, Business Consultant, Customer Satisfaction, Customer Service, market analysis, Market Research, Survey

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