mySQM Customer Service QA

FCR measurement software is often called customer service management (CSM) or customer experience management software (CXM). SQM's CSM software is specifically built for call centers and designed to measure, track, benchmark, and improve Csat, first call resolution, the net promoter score, customer service, quality assurance, and employee experience. Capturing and measuring FCR using CSM software is only part of the broader picture for delivering great customer service. For example, measuring First Call Resolution can be complex. As a result, it is essential to measure multiple metrics to get a comprehensive picture of customer service delivered by the call center. For example, FCR and call resolution metrics are leading indicators, and when these metrics are high or ...