CX CONTENT

The resources you need at the touch of a finger

CX Best Practices Blog

We all know that in today's increasingly challenging contact center arena that it is essential to provide an exceptional customer experience to ensure that customers stay loyal to your organization. SQM is here to help you with that with our consistent blog posts focusing on trends in the contact center industry.

#
CX Leader Award Winner - An Interview with Lana Pruett
We’re always on the lookout for leaders who are driven in providing exceptional service and making…
#
CSR of the Year 2018 – An Interview with Robert Mills
In this interview, meet Robert Mills from Horizon BCBSNJ, SQM’s 2018 CSR of the Year. Learn about…
#
Establishing Goals for Improving Performance
It is important to understand what the metrics and targets should be to establish goals for…
#
Escalations: Service Recovery At Its Best
The Escalation customer service representative (CSR) Support Queue is the last line of defense for…
#
Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors…
#
Call Handling Behaviors that Work for Improving CX
Learn about our call resolution delivery model and call handling behaviors for improving CX.
#
CSR Coaching and Recognition for Improving CX
Learn about CSR coaching & recognition best practices to improve CX.
#
Customer Quality Assurance (CQA)
Discover the business case and key benefits of utilizing a Customer Quality Assurance (CQA) program…
#
Follow the CX Leader
In this article I will introduce you to one of those great leaders, Ken Baur, to discuss customer…
#
5 Powerful Advantages of CX Journey Mapping
Understand what customers experience for each interaction and touchpoint key moments of truth and,…
#
The Best Kept Secret - SQM's CSR of the Year
We announce the top 25 finalists for this award as everyone realizes the impact this award can have…
#
Employee Engagement Impact on CX and Profitability
We have all heard the old adage, “happy employees make happy customers.” SQM’s research definitely…
#
CX Listening Posts for Journey Mapping
Learn how to incorporate VoC through the three CX Listening posts to create a useful CX journey map…
#
An Interview with SQM’s Women Leaders
Special Interview with 3 of SQM’s Women Leaders for National Business Women’s Week. Learn about…
#
Essential Drivers for Creating a Positive Customer Emotion Experience
Customers experience emotion when trying to resolve an inquiry or problem using contact channels.…
#
SQM CX Conference Makes Headline on Global News TV!
On May 24, 2018, SQM Group Inc. recognized award-winning contact centers and front-line employee…
#
SQM Groups Top 10 CX Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact…
#
Contact Center CSR Recognition Best Practices
A recognition program will greatly help in motivating CSRs to excel at providing call resolution and…
#
CX Journey Mapping Best Practices
Customers expect consistent service no matter what interaction or touchpoint they are experiencing.…
#
Top 10 Repeat Call Reasons for Complaint Callers
Shhh! SQM’s research shows that 14% of customers who call a contact center define their call as a…
#
Top 5 Reasons to Improve First Call Resolution
In most cases, customers expect to achieve FCR whether their contact reason is of low or high…
#
Outside-In or Inside-Out CX Operating Practices
We share our experience about the differences between Outside-In and Inside-Out CX operating…
#
What Today’s Connected Customers Really Want For CX
Today’s connected customers expect to resolve their inquiry or problem on the first contact…
#
Contact Center FCR Best Practices
Contact Center FCR Best Practices are based on SQM conducting customer and employee research with…
#
Customer Experience Strategy - Pulse Check
Most organizations are interested in developing a customer experience strategy because they are…
#
Celebrating Customer Service Representative Heroes
Recognizing customer service representatives for resolving tough customer calls is one of the best…
#
FCR is More Than a Metric, it’s an Operating Philosophy
What are the potential financial gains that can be expected from improving First Call Resolution…
#
World Class Certification for CSRs and Supervisors
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs…
#
Business Case for One Contact Resolution
When the mission is to deliver world class customer satisfaction on any given contact channel, lower…
#
Enterprise Wide Customer Satisfaction is Mediocre for Most
SQM conducted an enterprise customer satisfaction study with leading North American organizations…
#
Multi-Channel and Omni-Channel Customer Experience Difference
The vast majority of organizations state that they are trying to improve their customer experience…
#
Customer Contact Channel Usage
Research data reveals 20% of customers who used a call center did so because a self-service contact…
#
Call Center Customer Experience Research
SQM’s customer experience research shows that the call center channel has the highest contact volume…
#
Customer Contact Channel Preference
The call center channel remains the customer’s contact channel of choice for resolving an inquiry or…
#
Multi-Channel Customer Satisfaction Research
What are the differences between One Contact Resolution (OCR), multi-channel, and omni-channel…
#
What is One Contact Resolution?
OCR is the percentage of customers who resolved their inquiry or problem on their first contact and…
#
Most Customers Do Not Like to Channel Hop
SQM’s groundbreaking research shows how customers navigate through an organization’s contact…
A laptop with analytics software on the screen, featuring various graphs and measurement diagrams.

Learn From Customer Experience Best Practice Case Studies

Every year, SQM works with over 500 leading contact centers throughout North America. Through working with all of these companies, we have been able to document and detail some of the individual processes that each of them have developed to ensure they are delivering an exceptional customer experience. From this, we have compiled a myriad of best practice case study topics within three categories of People, Process, and Technology, including CSR Recognition, CSR Performance Management, Quality Assurance, and Desktop Applications.

The list goes on, so come check them out!

CX Best Practices Webinars

Access all of our historical CX best practices webinars on-demand, as well as sign-up for upcoming webinars to learn best practices on how to improve CX for your organization. Select from a variety of topics including best practices for customer journey mapping, improving FCR, and identifying opportunities for improving CX performance across all your organization's contact channels.

#
WEBINAR - Establishing Goals to Improve Performance
WEBINAR - Establishing Goals to Improve Performance
Establishing Goals to Improve Performance
#
WEBINAR - Escalations: Service Recovery at its Best
WEBINAR - Escalations: Service Recovery at its Best
Learn about contact escalations CSR support queue and unresolved calls.
#
WEBINAR - Recognition Changes Behavior
WEBINAR - Recognition Changes Behavior
Register for the Recognition Changes Behavior Webinar and learn ways to improve CX performance.
#
WEBINAR - Call Handling Behaviors that Work
WEBINAR - Call Handling Behaviors that Work
At the heart of world class customer experience is the way in which CSRs handle calls. Contact…
#
WEBINAR - Survey Methodology Best Practices
WEBINAR - Survey Methodology Best Practices
Learn survey methodology best practices presented by SQM Group.
#
WEBINAR - Customer Quality Assurance: Why it Works
WEBINAR - Customer Quality Assurance: Why it Works
For most organizations, the primary objective of their QA program is to improve the customer service…

Customer Experience Professional Success Stories

If you’ve ever wanted to see what an exceptional customer experience looks like so that you can utilize it internally, personally, or collaboratively, you have to take a look here. Each year SQM recognises the best of the best customer experience professionals ranging from CSR’s up to the CX Leaders of an organization at our annual CX conference. In order to win one of these awards, a story must be told of how that employee made a profound difference in the interaction with a customer, or within the organization. SQM compiles and publishes these stories annually so these employees incredible accolades will forever be known.

Two different books about contact center industry improvement strategies and best practices stacked on top of each other.
A propped-up iPad with random sample generation tools for surveying displayed on its screen.

Contact Center Tools

If you need to prove the business case of measuring and improving your customer experience, or if you’re already measuring and need some other data tools, we have a few key ones here. Tools include a CX Return on Investment Calculator, Sample Size Calculator, and a Randomizing List Generator.