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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
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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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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Best Call Center In North America for An Agent to Work At
It is SQM’s view that the best call center in North America for an agent to work at for the last 10 years continues to be Canadian Tire Bank. Discover…

Customer Service 2 min read
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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…

Customer Service 4 min read
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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
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Agent Chat Touchpoint Service Delivery Best Practices
The chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service…

Customer Service 6 min read
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Is the Call Center WFH Model After COVID-19 Here to Stay?
SQM Group has conducted groundbreaking research on “is the call center WFH model here to stay after COVID-19?” Discover the pre/post COVID-19 customer…
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Talent Capabilities for Delivering Great Customer Service and World-Class FCR
Many world-class First Call Resolution performing contact centers do talent capability assessments from the agent to the SVP level. Learn more about…