SQM Group

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, 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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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…

Employee Experience 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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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…
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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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Agent Career Development
The essence of an effective agent career development program is to have a formalized plan to achieve alignment between an agent's career aspirations…

Employee Experience 3 min read
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VoC Agent Coaching Model that has a Proven Track Record for Improving Customer Satisfaction
Given that most call center Csat improvement comes from agents with high Csat performance versus agents with average or below Csat performance level,…

Employee Experience 2 min read
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Improving Csat Using Supervisor Coaching Time Allocation
Deciding which agents a supervisor spends most of their time coaching will play a significant role in the call center’s overall Csat. Discover the…

Employee Experience 3 min read
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Meeting with a Lunch Box
The "meeting with a lunch box" is an effective approach for helping make an emotional connection with agents while communicating customer service…

Employee Experience 2 min read
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Customer Quality Assurance (CQA)
If Customer Quality Assurnace (CQA) is properly implemented, a call center can expect up to a 10% improvement in FCR. Discover why customer quality…
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Powerful Call Center Agent Recognition
SQM's call center certification program is one of the most effective recognition practices for helping call center leaders motivate agents and…
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Agent Engagement Remains Low
Agent engagement remains low for the contact center industry and has been an Achilles heel for the 25 years SQM has measured it. Perhaps this is one…

Employee Experience 3 min read
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7 Characteristics of an Effective Key Performance Indicator
Many contact center leaders struggle with determining which Key Performance Indicator is the right metric to focus on improving customer service,…