SQM Group

FCR, CX, and Best Practices Blog

SQM is dedicated to helping contact centers improve their First Call Resolution and lower their operating cost. To help you with that, we have developed blog posts based on FCR research and FCR best practices for delivering the experience your customers expect. Sign-up to keep up with SQM’s latest FCR research and FCR best practices blogs, whitepapers, webinars, and certification courses delivered weekly.

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Call Handling Impact on FCR
Learn about our call resolution delivery model and call handling behaviors for improving CX.
Customer Quality Assurance (CQA)
Discover how SQM’s award winning clients use Customer Quality Assurance to improve FCR.
FCR as an Enterprise Level Metric
SQM’s experience is that the FCR metric is limited to contact center leaders and seldom takes place at the enterprise-wide executive level.
FCR is More Than a Metric, it’s an Operating Philosophy
FCR is the KING of all call center metrics - learn how to measure it and improve it to reduce operating costs, improve Csat, and the NPS®.
First Call Resolution Strategy
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.
The Impact of FCR on NPS
Find the impact that FCR has on NPS and how improving First Call resolution will increase promoters and reduce detractors.
Top 10 Call Center Best Practices for Improving First Call Resolution
Top 10 call center best practices for improving First Call Resolution (FCR) are based on our customer and employee FCR research.
How Has Working from Home Impacted FCR and Agent Experience?
Our 2020 call center research shows that 82% of Agents currently Work From Home versus 2019, where less than 20% of Agents worked from home.
Does Call Length Impact Your First Call Resolution Rate?
Our customer experience survey research shows that the FCR rate goes down the longer the call length.
Top 3 Agent Recognition Tips for Improving FCR
Learn how to improve first call resolution by motivating your employees through recognition.
Top 10 Tips for First Call Resolution Improvement
Tips for improving First Call Resolution are based on conducting customer and employee research.
5 Tips for Improving First Call Resolution
It is often said that it is hard to measure FCR accurately but even harder to improve FCR. Find the top five tips for improving FCR.