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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When a Customer Has a Poor Experience Using a Call Center, they are Most Likely to?
Many managers are surprised to discover that such a high number of customers would describe their contact reason as a complaint call.

Customer Service 3 min read
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Learn From The Best Performing Call Centers
Do you know who the best FCR, Esat, and Csat performers are in your company and inside or outside your industry?

Customer Service 4 min read
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Customer Survey Agent Coaching
Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service.

Customer Service 2 min read
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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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The 5 Pros and Cons of Agents Asking Customers if They Resolved Issues
Many call center end of call practices have agents ask customers, “Is there anything else I can do for you?” We have identified the pros and cons of…
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VoC Agent STAR Coaching
SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly…
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Contacting Dissatisfied Customers
Proactively contacting dissatisfied customers to provide great service recovery is a best practice that should be done for any touchpoint a customer…

Customer Service 3 min read
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Call Centers are the Last Line of Defense for Stopping Customers from Defecting
When a call is unresolved, customers are five times more prone to defection than if they experienced FCR. This is because call centers are the last…

Customer Service 2 min read
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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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The Impact of High WFH Agent Turnover and What to Do About it?
2021 had the highest agent turnover rate that SQM has seen in over 25 years. SQM Group has developed a work from home agent recognition solution to…
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IVR Self-Service Touchpoint
For the IVR self-service touchpoint to successfully resolve an interaction, call centers need to determine the appropriate call types this touchpoint…

Customer Service 4 min read
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Customer Experience Touchpoints Strategy
SQM Group’s research reveals that 71% of contact center senior executives strongly agree that improving a contact center’s customer experience is just…

Customer Service 4 min read