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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First Call Resolution PPT
The First Call Resolution PPT slides cover the definition, its benefits, measuring it, and tips for improving it.

First Call Resolution 12 min read
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Does FCR Positively Impact Customer Retention?
Find the impact that FCR has on Net Retention Index and how improving FCR increases Secure customers and reduces customers at Risk of Defection.
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Top 12 Operational Benchmarking Data Impact on FCR Findings
Call center industry operational benchmarking data and the FCR impacts study. We have put together the top 12 highlights on how operational…
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Top 20 First Contact Resolution Tips
SQM reveals the top 20 First Contact Resolution tips for improving your FCR rate.
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Call Handling Impact on FCR
Learn about our call resolution delivery model and call handling behaviors for improving CX.
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FCR as an Enterprise Level Metric
SQM’s experience is that the FCR metric is limited to contact center leaders and seldom takes place at the enterprise-wide executive level.
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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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First Call Resolution Strategy
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.

First Call Resolution 10 min read
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The Impact of FCR on NPS
Find the impact that FCR has on NPS and how improving First Call resolution will increase promoters and reduce detractors.
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Top 10 Call Center Best Practices for Improving First Call Resolution
Top 10 call center best practices for improving First Call Resolution (FCR) are based on our customer and employee FCR research.
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Does Call Length Impact Your First Call Resolution Rate?
Our customer experience survey research shows that the FCR rate goes down the longer the call length.
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Top 3 Agent Recognition Tips for Improving FCR
Learn how to improve first call resolution by motivating your employees through recognition.