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One Contact Resolution Conference

SQM’s 17th Annual Conference on One Contact Resolution Focuses on Three Distinct Components: Ground-breaking research for improving contact channel performance Best Practice case studies from award winning companies Service Quality Excellence Awards Ceremony and Gala

March 30th, 2016|Tags: , |

Multi-Channel Customer Satisfaction Research

SQM is often asked, “What are the differences between One Contact Resolution (OCR), multi-channel, and omni-channel customer experience from a Csat point of view?”

March 25th, 2016|Tags: , , |

Nominate Your Customer Experience Champions

In high performing customer-focused organizations, we typically see three key individuals working in alignment on First Call Resolution (FCR) and One Contact Resolution (OCR). At the top of the house, reporting to the C-Suite, is the Customer Experience Officer; leading the contact center is the FCR Leader; and at the project management level within the contact center is the FCR Champion.

What is One Contact Resolution?

Recently, I hosted a 30-minute webinar to introduce a new metric to the industry, One Contact Resolution (OCR). It was our highest ever attended webinar so I am thrilled with the industry’s early reception to our new metric.

Most Customers Do Not Like to Channel Hop

SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem. The below diagram shows contact channel volume distribution, and the second channel customers use when they need to contact the organization again to resolve the same inquiry or problem.

February 20th, 2016|Tags: , , |

Contact Center Industry 2015 Award Winners

As Founder of SQM Group, I look forward to this moment every year where we announce the winners for our annual Voice of the Customer Excellence program. And this is our 17th year!

January 29th, 2016|Tags: |

Don’t Drive Blind While Operating Your Web Channel

Current SQM studies show that approximately 95% of executives feel their web channel traffic is set to increase in the next 2 years. Surprisingly, only half of these same people actually measure customer experience with transactions on the web. When you increase functionality on the web, how do you know if it is working from a customer standpoint? Are you increasing customer satisfaction? Or are you driving those customers to use other channels to get their issues resolved?

January 13th, 2016|Tags: , |

One Contact Resolution

The vast majority of SQM client senior executives would agree that delivering a world class customer experience for contact channel usage is critical to their organization’s success. Many North American CEOs are seeking the improvement of customer experience and, in many cases, it is the number one priority for their organization.

How Will 2015 Go Down in History for You?

As the year comes to a close, most leaders think about their contact center performance as they prepare for a Year End Review. Why not repurpose some of that hard work in preparing for that Year End Review and turn it into great Award entries?

December 10th, 2015|Tags: , , |

Best Practice Awards: Q and A

As the January 8, 2016 deadline nears for the Best Practice Awards story submissions, here are answers to some great questions we have received about these awards.

December 1st, 2015|Tags: , |