SQM Group Announces Innovative Contact Channel Strategy Research Study

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SQM Group is at the forefront of voice of the customer (VoC) research for measuring and improving CX and satisfaction in the contact center industry.

sqmgroup, contact channel study, contact center operations, omni channel
Very few organizations know what their customer’s experience is when using different contact channels.

SQM Group is proud to announce an opportunity for organizations to be a part of a contact channel benchmarking study. 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.

SQM invites 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 contact channel practices.

By participating in this survey, responding organizations will receive a complimentary, in depth report outlining the current state of omni-channel and contact channel research within the contact center industry including: customer experience strategy, operating practices, customer feedback strategies, workforce utilization and tools and technology used. This report will allow participants to compare contact channel strategies against the overall contact center industry. In addition, participants will receive insights into the contact center industry’s outlook on contact channel strategies.

SQM’s research shows that very few organizations know what their customer’s experience is when using different contact channels, or when using multiple contact channels, to resolve the same inquiry or problem. Even though there is a lot of confusion in the contact center industry from an organization’s perspective about contact channel strategy and operating practices, many organizations are starting to implement an omni-channel strategy.

Participate in SQM’s complimentary Contact Channel Operational Benchmarking Survey by November 30th, 2015 to receive a free report and gain insights by comparing customer experience strategies to others across the contact center industry.

SQM Group is a specialist firm for assisting organizations in using VoC data to measure and improve contact channel customer experience, operating costs and retention. SQM Group is known for its industry white papers and research books on First Call Resolution and contact center best practices.

Please contact us to participate:

Call 1 (800) 446-2095 and ask for Andrea or Nader
Or simply email us at inform(at)sqmgroup(dot)com

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Andrea Pow
SQM Group
+1 1-800-446-2095
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Nader Ghattas
SQM Group
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