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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First Call Resolution (FCR): A Comprehensive Guide
Uncover the definition, benefits, measurement, and tips for improving one of the most crucial call center metrics – first call resolution. FCR is a metric that measures a contact center's ability for its agents to resolve a customer's inquiry or problem on the first call or contact.
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15 Proven Call Center Best Practices
SQM Group has developed a comprehensive guide to 15 proven call center best practices to deliver great customer service.
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What is a Good First Call Resolution Rate?
Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR…
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Top 5 Call Center Agent Performance Metrics
Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and…
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Is the Call Center WFH Model After COVID-19 Here to Stay?
SQM Group has conducted groundbreaking research on “is the call center WFH model here to stay after COVID-19?” Discover the pre/post COVID-19 customer…
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A Roadmap to First Call Resolution Improvement
First Call Resolution is more than just the metric that matters the most; it is a proven call center business philosophy for cost-effectively…
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First Call Resolution (FCR): A Comprehensive Guide
Uncover the definition, benefits, measurement, and tips for improving one of the most crucial call center metrics – first call resolution. FCR is a…
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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…
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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…
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Top 6 Call Handling Best Practices
One of the quickest ways to improve FCR is to improve Agent call handling practices. We have developed the Top 6 Call Handling Best Practices that…
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Customer Quality Assurance (CQA)
If Customer Quality Assurnace (CQA) is properly implemented, a call center can expect up to a 10% improvement in FCR. Discover why customer quality…
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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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CX Journey Mapping Using Contact Channel Touchpoints
The essence of the CX journey mapping process is that it allows you to walk in the customer's shoes as they interact with your organization through…