Call Center Best Practices Case Studies
Learn the best practices from award-winning Leading North American call centers to improve FCR and customer service.
Call Center Case Studies for Improving FCR and Customer Service
For more than 25 years, SQM Group has been conducting VoC research to determine the best practices (i.e., people, processes and technology) that call centers use for improving their FCR and CX performance. Learn about the best practices that award-winning North American companies use to improve their call center first call resolution, customer service, operating costs, Csat, and NPS:
FCR Measurement
Desktop Applications
Agent Recognition
A large American Health Insurance Plan — Agent Recognition Case Study
Quality Assurance
Call Handling
Agent Coaching
Agent Training
Agent Selection
Journey Mapping
Agent Escalation Support
A large American Health Insurance Plan — Agent Escalation Support Case Study
Performance Management System
Scotia iTRADE — Performance Management System Case Study
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