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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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 Experience 4 min read
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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 Experience 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 Experience 5 min read
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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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Escalations: Service Recovery At Its Best
Effective complaint handling for the call center industry has been a long-term Achilles' heel. Therefore, it represents an excellent opportunity to…

Customer Experience 6 min read
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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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IVR Dilemma - Customer Containment vs. Customer Experience Focus?
For call center leaders, the Interactive Voice Response (IVR) system creates a dilemma. On the one hand, they want the IVR system to focus on customer…

Customer Experience 7 min read
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Do You Know How Many People A Caller Tells About Their Call Center Experience?
It is essential to know how many people callers tell about their experience because it indicates the customer service your call center delivers and an…

Customer Experience 3 min read
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How to Create a Positive Emotional Connection with Customers using a Call Center
Emotional intelligence in a call center environment is about the Agent's ability to understand and create a positive emotional connection with…

Customer Experience 4 min read
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Selecting Customer-Centric Agents
Selecting Customer-Centric Agents to Improve First Call Resolution and Customer Service
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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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CX Expectations Using Different Contact Channels to Resolve Issues
Today's connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use.

Customer Experience 3 min read