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Customer Service Blog

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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, and customer and employee experiences. 

Editor's Pick

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First Call Resolution (FCR): A Comprehensive Guide
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.
15 min read
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10 Indispensable Agent Tips for Improving Customer Service and First Call Resolution
10 Indispensable Agent Tips for Improving Customer Service and First Call Resolution
The 10 Indispensable Agent Tips for Improving Customer Service and the First Call Resolution rate come from Voice of the Customer research conducted…
Customer Service 14 min read
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VoC Agent Coaching Tips to Improve Customer Service
VoC Agent Coaching Tips to Improve Customer Service
Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.
5 min read
Customer Service 8 min read
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Call Center Concierge Service
Call Center Concierge Service
Providing concierge service is an excellent opportunity for call center agents to resolve customer calls on the first call that otherwise might go…
Customer Service 6 min read
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Call Center Industry Research Helpdesk
Call Center Industry Research Helpdesk
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.
Customer Service 7 min read
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Best Versus Worst Performing Agents FCR Rates
Best Versus Worst Performing Agents FCR Rates
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.
Customer Service 5 min read
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Call Center Voice of the Customer (VoC)
Call Center Voice of the Customer (VoC)
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.
Customer Service 6 min read
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How Has Working from Home Impacted FCR and Agent Experience?
How Has Working from Home Impacted FCR and Agent Experience?
Our 2020 call center research shows that 82% of Agents currently Work From Home versus 2019, where less than 20% of Agents worked from home.
Customer Service 5 min read
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FCR Measurement to Improve CX and Reduce Cost
FCR Measurement to Improve CX and Reduce Cost
Understand your FCR rate, identify repeat call reasons, and determine the root causes to help you develop a plan to action and improve your FCR rate.
7 min read
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Persona Communication Styles
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…
6 min read
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Who Really Drives FCR in Your Contact Center or Organization?
Who Really Drives FCR in Your Contact Center or Organization?
With customer expectations becoming increasingly complex and the importance of service delivery for increasing revenue and reducing costs,…
Customer Service 7 min read
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CSR of the Year 2018 – An Interview with Robert Mills
CSR of the Year 2018 – An Interview with Robert Mills
In this interview, meet Robert Mills from Horizon BCBSNJ, SQM’s 2018 CSR of the Year. Learn about his passion for customer experience and read the…
Customer Service 7 min read