SQM Group

FCR, CX, EX and Best Practices Blog

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Call Center Improvement Blog

SQM is dedicated to helping contact centers improve their First Call Resolution and lower their operating cost. To help you with that, we have developed blog posts based on FCR research and FCR best practices for delivering the experience your customers expect. Sign-up to keep up with SQM’s latest FCR research and FCR best practices blogs, whitepapers, webinars, and certification courses delivered weekly.

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Quickly find articles and posts that help call centers improve First Call Resolution, Net Promoter Score® and Customer Satisfaction.

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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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