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CX and FCR 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, as well as best practices for delivering the experience your customers expect. Research shows that a customer’s experiences will have a great influence on their personal networks and their peers, so follow us and make sure you are delivering a world class service model! Keep up with SQM’s latest customer experience research articles, whitepapers, webinars, and certification courses by signing up here for our marketing emails.

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Persona Communication Styles
SQM has developed ground-breaking research on how CSRs in Call Centers can adapt their communication styles to match their customer’s style leading to…
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First Contact Resolution Best Practices
Contact Center FCR Best Practices are based on SQM conducting customer and employee research with over 500 leading North American contact centers to…
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Top 5 Reasons to Improve First Call Resolution
Discover how First Call Resolution can improve customer satisfaction, increase customer referrals, and retention.
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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 metrics (FCR)?
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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 sure the organization’s goals and objectives are…
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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 his passion for customer experience and read the…
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Establishing Goals for Improving Performance
It is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.
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Escalations: Service Recovery At Its Best
Effective customer escalation handling metrics and processes for improving call satisfaction.
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Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX.
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Call Handling Behaviors that Work for Improving CX
Learn about our call resolution delivery model and call handling behaviors for improving CX.
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CSR Coaching and Recognition for Improving CX
Learn about CSR coaching & recognition best practices to improve CX.
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Customer Quality Assurance (CQA)
Discover the business case and key benefits of utilizing a Customer Quality Assurance (CQA) program to improve CX for your contact center.