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.