SQM Group

Customer Service Blog

Subscribe to the best source for call center blog posts on First Call Resolution, customer service and employee experience research, and proven best practices for improving performance.

Call Center Customer Service Blog

SQM is dedicated to helping call centers improve their First Call Resolution, customer and employee experience, and lower their operating cost. To help you with that, we have developed blog posts based on research and best practices for people, processes, and technology to improve customer’s experiences doing business with your call center and employees working in your call center.

What separates our call center customer service blogs from other organizations is that they are based on customer, employee, and operational research. SQM blogs are based on our research for conducting over 500 VoC benchmarking studies with leading North American call centers on customer service on an annual basis.

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Quickly find a call center blog post that can help you improve First Call Resolution, customer and employee experiences. 

Editor's Pick

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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®.
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First Call Resolution and Customer Satisfaction Comparison by Industry and Call Reason
SQM Group identifies how First Call Resolution and Customer Satisfaction have a high correlation to all industries and over various call reasons.…
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Do You Know How Your Call Center Voc Performance Compares to Other Industries?
Do you know how your call center VoC performance compares to other industries? Check out SQM’s recent VoC customer service benchmarking results for…

Customer Service 3 min read
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Customer Quality Assurance (CQA)
If Customer Quality Assurance is properly implemented, a contact center can expect up to a 10% improvement in FCR. Discover why customer quality…
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Power of Senior Management Representing the VoC Impact
Do your call center senior managers funnel customer First Call Resolution and Customer Satisfaction post-call survey data and feedback to non-call…

Customer Service 3 min read
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World Class Customer Service Commitment Snicker Factor
It is easy to say you're committed to achieving world-class customer service but challenging to act on a commitment level to achieve and maintain…

Customer Service 3 min read
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Targeted Opportunities for MoT That Matter the Most for Improving Customer Service
From a call center perspective, to understand moments of truth that matter the most and customer satisfaction, it’s essential to understand the MoT…

Customer Service 2 min read
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Importance of Management Longevity for Delivering World-Class Customer Service
The bottom line is that there is more stability, experience, and accountability at all levels of management in world-class Csat call centers for…

Customer Service 3 min read
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Achieving Statistically Accurate and Insightful Survey Results
Discover the five factors to ensure statistical accuracy and insightful survey results in this blog and by using our free Survey Sample Size and…

Customer Service 5 min read
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6 of the Best Agent Customer Service Coaching Stories
Customer service storytelling is a communication and supervisor coaching practice used with all agents to improve customer service performance.

Customer Service 2 min read
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The Importance of Stakeholder Alignment to Customer Service Goals
Stakeholder Alignment of Performance Metrics in a Contact Center is Fundamental to the Success of Delivering Great Customer Service.

Customer Service 2 min read
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Powerful Agent VoC Recognition to Deliver Great Customer Service
SQM's VoC certification program has been one of the most effective recognition practices for helping call center leaders motivate agents and…

Employee Experience 4 min read
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How to Create a Customer Service-Centric Culture
Creating a customer service-centric culture requires leaders to align their people, processes, and technology practices to support their…

Customer Service 4 min read