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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Editor's Pick

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®.
Top 5 Barriers that Hinder the Improvement of First Call Resolution
We have identified the top five barriers that have hindered organizations from improving their FCR performance.
What is the Right Supervisor Coaching Time Allocation for Improving Agent Csat?
Deciding which agents a supervisor spends most of their time coaching will play a significant role in the call center’s overall Csat. Discover the…

Employee Experience 3 min read
Call Center Customer Satisfaction: A Comprehensive Guide
We have developed a comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call…

Customer Service 14 min read
Tips for Removing Deflators that Hinder Delivering Great Customer Service
Deflators can be very damaging to the call center and organization. Unfortunately, SQM's experience is that most call centers have not removed…

Customer Service 3 min read
Top 5 Misconceptions About Call Center Customer Satisfaction
SQM's opinion of the top five misconceptions about call center customer satisfaction is based on over 25 years of customer service benchmarking and…

Customer Service 6 min read
Benefits of Asking Customers if their Call Reason has been Resolved
Learn the benefits of the agent 'asking the customer if their call reason has been resolved'.

Customer Service 2 min read
Call Center Metrics and World-Class Targets
Based on SQM Group’s tracking and benchmarking studies, we have determined the call center metrics and world-class targets that are all essential call…

Customer Service 2 min read
Call Transfer & Hold Performance Impact on Csat and FCR
SQM Group's research revealed that when calls are transferred or put on hold, they can significantly impact Customer Experience for customer…
Top 10 Call Center Metrics & KPIs for Measuring Performance
SQM has developed the top 10 call center metrics which includes five quality and five financial metrics to measure the call center’s efficiency and…
Learn from the Best Call Centers to Improve FCR, Csat, and Reduce Cost
Learning from call centers that are world-class performers for FCR and Customer Satisfaction (Csat) metrics are the best call centers to learn from to…
Assigning Dedicated Agents to Specific Customers
Some call centers have successfully implemented a CX differentiation strategy by assigning dedicated agents to specific customer types in B2B or B2C…

Customer Service 3 min read
Meeting with a Lunch Box
The "meeting with a lunch box" is an effective approach for helping make an emotional connection with agents while communicating customer service…

Employee Experience 2 min read