The ability to resolve an inquiry in one contact, regardless of the contact channel used by customers, is a major challenge for organizations, and critical in providing a great customer experience (CX). In fact, SQM’s research shows that 93% of customers using the call center channel, and 72% of customers using the website channel, expect that they will be able to resolve their inquiry in one contact.
There is much debate around what the right metrics are for measuring a customer’s experience when using single or multiple contact channels to resolve an inquiry or problem. Unfortunately, research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs.
Are You Measuring the Right CX Metrics?
CX metrics are critical to any industry running a contact center. In this one-hour webinar, you’ll learn the top metrics for measuring CX when using one contact channel or multiple contact channels. You’ll hear from Andrea Pow, SVP of Client Advocacy at SQM Group, and Fonolo’s CEO, Shai Berger.
Join us on Thursday, August 2nd at 2:00 PM ET / 11:00 AM PT for a short presentation and live Q&A.
We talk about:
- The Top CX Metrics
- The Importance of a Seamless Experience
- Achieving Enterprise-Wide Success
- Plus, so Much More!
Who should watch:
- VPs & Directors of Contact Centers
- VPs & Directors of Customer Experience
- VPs & Directors of Customer Service
- VPs & Directors of Contact Channel Performance
SVP of Client Advocacy, SQM Group
Andrea Pow, BComm, is the Senior Vice President of Client Advocacy with SQM Group. She brings over 15 years of customer relations, business, and training development experience.
Co-Founder and CEO, Fonolo
Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.