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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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
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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
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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
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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
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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
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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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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
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Ranking Agents Performance for FCR and Csat
Ranking supervisors and agents for their FCR and Csat performance is an opportunity to create high accountability, motivation to improve, and a…
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First Call Resolution and Customer Satisfaction Comparison by Industry and Call Reason
SQM Group identifies how First Call Resolution and Customer Satisfaction have a high correlation to all industries and over various call reasons.
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How is Your Call Center Voc Performance Compared to Other Industries?
Do you know how your call center VoC performance compares to other industries? Check out SQM’s recent VoC customer service benchmarking results for…

Customer Service 3 min read
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Power of Senior Management Representing the VoC Impact
Do your call center senior managers funnel customer First Call Resolution and Customer Satisfaction post-call survey data and feedback to non-call…

Customer Service 3 min read
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World Class Customer Service Commitment Snicker Factor
It is easy to say you're committed to achieving world-class customer service but challenging to act on a commitment level to achieve and maintain…

Customer Service 3 min read