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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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Celebrating Customer Service Representative Heroes
Celebrating Customer Service Representative Heroes
Recognizing customer service representatives for resolving tough customer calls is one of the best practices for improving first call resolution and…
Customer Service 4 min read
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World Class Certification for CSRs and Supervisors
World Class Certification for CSRs and Supervisors
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition…
Customer Service 8 min read
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Business Case for One Contact Resolution
Business Case for One Contact Resolution
When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and…
Customer Service 10 min read
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Enterprise Wide Customer Satisfaction is Mediocre for Most
Enterprise Wide Customer Satisfaction is Mediocre for Most
SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about…
Customer Service 3 min read
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Multi-Channel and Omni-Channel Customer Experience Difference
Multi-Channel and Omni-Channel Customer Experience Difference
The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or…
Customer Service 6 min read
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Customer Contact Channel Usage
Customer Contact Channel Usage
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.
Customer Service 5 min read
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Call Center Customer Experience Research
Call Center Customer Experience Research
SQM’s customer experience research shows that the call center channel has the highest contact volume of all contact channels for resolving a problem.
Customer Service 3 min read
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Customer Contact Channel Preference
Customer Contact Channel Preference
The call center channel remains the customer’s contact channel of choice for resolving an inquiry or problem. Many people are surprised about the…
Customer Service 2 min read
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What is One Contact Resolution?
What is One Contact Resolution?
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel.
Customer Service 5 min read
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Most Customers Do Not Like to Channel Hop
Most Customers Do Not Like to Channel Hop
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem.
Customer Service 2 min read
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One Contact Resolution - The Metric that Matters the Most
One Contact Resolution - The Metric that Matters the Most
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.
Customer Service 7 min read