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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What is the Right Supervisor Coaching Time Allocation for Improving Agent Csat?
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 Assurance is properly implemented, a contact center can expect up to a 10% improvement in FCR. Discover why customer quality…
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Powerful Agent VoC Recognition to Deliver Great Customer Service
SQM's VoC certification program has been one of the most effective recognition practices for helping call center leaders motivate agents and…

Employee Experience 4 min read
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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,…
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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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Selecting Customer-Centric Agents
Selecting Customer-Centric Agents to Improve First Call Resolution and Customer Service

Employee Experience 5 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