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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Top 5 Operating Practices that Hinder Agents from Achieving First Call Resolution
Based on SQM's Agent Satisfaction with operating research study of 150 leading North American call centers, we have determined the top 5 operating…

Employee Experience 4 min read
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Agent VoC Performance Management
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX
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Top 3 Agent Software Applications for Improving First Call Resolution and CX
Discover the three primary agent software applications essential for consistently delivering FCR, great CX, and achieving a significant return on a…

Employee Experience 4 min read
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Call Center Industry Research Helpdesk
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.

Employee Experience 7 min read
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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.

Employee Experience 5 min read
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Customer Quality Assurance (CQA)
Discover how SQM’s award winning clients use Customer Quality Assurance to improve FCR.
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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.

Employee Experience 5 min read
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Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX.

Employee Experience 4 min read
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Employee Engagement Impact on CX and Profitability
We have all heard the old adage, “happy employees make happy customers.” SQM’s research definitely confirms that this saying is true.

Employee Experience 4 min read