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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Editor's Pick

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®.
Top 5 Barriers that Hinder the Improvement of First Call Resolution
We have identified the top five barriers that have hindered organizations from improving their FCR performance.
Call Transfer & Hold Performance Impact on Csat and FCR
SQM Group's research revealed that when calls are transferred or put on hold, they can significantly impact Customer Experience for customer…
Top 10 Call Center Metrics & KPIs for Measuring Performance
SQM has developed the top 10 call center metrics which includes five quality and five financial metrics to measure the call center’s efficiency and…
Learn from the Best Call Centers to Improve FCR, Csat, and Reduce Cost
Learning from call centers that are world-class performers for FCR and Customer Satisfaction (Csat) metrics are the best call centers to learn from to…
Ranking Agents Performance for FCR and Csat
Ranking supervisors and agents for their FCR and Csat performance is an opportunity to create high accountability, motivation to improve, and a…
Top 6 Call Handling Best Practices
One of the quickest ways to improve FCR is to improve Agent call handling practices. We have developed the Top 6 Call Handling Best Practices that…
First Call Resolution and Customer Satisfaction Comparison by Industry and Call Reason
SQM Group identifies how First Call Resolution and Customer Satisfaction have a high correlation to all industries and over various call reasons.
First Call Resolution Benchmarking by Industry Results for 2021
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach. Our research shows there is…
First Call Resolution Improvement Commitment Model
To help call centers improve CX, we have developed an FCR Improvement Commitment Model that call centers can use to improve FCR.
Most Helpful Business Practices for Improving FCR and CX
At SQM, we benchmark the FCR rate and evaluate business practices with over 500 call centers annually. We have outlined the five most helpful business…
Customer Effort Required to Resolve a Call and the Impact on Customer Defections
The customer effort metric is an excellent question to ask customers how much effort was needed to resolve their call.