SQM Group

Customer Service Blog

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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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Agent Engagement Remains Low
Agent engagement remains low for the contact center industry and has been an Achilles heel for the 25 years SQM has measured it. Perhaps this is one…

Employee Experience 3 min read
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Multi-Channel Customer Experience
Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.

Customer Service 6 min read
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Why Great Customer Service Matters
Customer service matters because when it's great, it helps retain customers, which can drive revenue growth and higher profitability. Discover the 10…

Customer Service 6 min read
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What to Train Agents on to Deliver Great Customer Service?
We have developed four training approaches and tips for what to train Agents on to deliver great customer service.

Customer Service 3 min read
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Intelligent Skill Based Routing
Intelligent skill-based routing is a call assignment practice used in call centers to assign incoming calls to the most suitable Agent rather than…

Customer Service 3 min read
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7 Characteristics of an Effective Key Performance Indicator
Many contact center leaders struggle with determining which Key Performance Indicator is the right metric to focus on improving customer service,…
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Good to Great Customer Service
Customer service is the most critical component of a contact center. It offers assistance to customers before, during, and after they purchase a…
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Agent Call Handling Impact on FCR and Call Resolution
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach to determine agent call handling…

Customer Service 4 min read
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First Call Resolution Benchmarking by Industry Results for 2021
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach. Our research shows there is…
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I Hear You, But I Have My Ear Plugs In
Are you surveying your customers but not using the feedback to improve your First Call Resolution and Customer Experience?

Customer Service 5 min read
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5 Tips To Improve Your Email Channel Customer Service
The email channel can play an essential role in delivering a great CX and retaining customers, especially when you consider the volume remains…

Customer Service 5 min read
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First Call Resolution Improvement Commitment Model
To help call centers improve CX, we have developed an FCR Improvement Commitment Model that call centers can use to improve FCR.