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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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 Assurance is properly implemented, a contact 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…
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Top 10 Customer Experience Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact channel or multiple contact channels to resolve an…
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Agent VoC Performance Management
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX
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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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The Impact of FCR on NPS
Find the impact that FCR has on NPS and how improving First Call resolution will increase promoters and reduce detractors.
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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…