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Our certification program combines Benchmarking, Agent & Customer Satisfaction performance standards which no other program offers. The statistics are determined through the World's Largest Database of Call Center Metrics. more
SQMSince 1996, Service Quality Measurement (SQM) Group has been a leading North American research firm for benchmarking and tracking voice of the customer (VoC), first call resolution (FCR) and customer satisfaction (Csat) call center performance. more
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