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. Continue reading