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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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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15 Proven Call Center Best Practices
SQM Group has developed a comprehensive guide to 15 proven call center best practices to deliver great customer service.
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The 5 Pros and Cons of Agents Asking Customers if They Resolved Issues
Many call center end of call practices have agents ask customers, “Is there anything else I can do for you?” We have identified the pros and cons of…
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What is a Good First Call Resolution Rate?
Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR…
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Knowledge Management for Higher FCR
Knowledge MaKnowledge Management makes it easier for call center agents to find and use relevant content to help resolve customer interactions on the…
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Call Center Root Causes for Not Achieving First Call Resolution
SQM research identifies the root causes for the top five repeat call reasons that hinder delivering great customers service and First Call Resolution.…
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Top 5 Call Center Agent Performance Metrics
Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and…
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Talent Capabilities for Delivering Great Customer Service and World-Class FCR
Many world-class First Call Resolution performing contact centers do talent capability assessments from the agent to the SVP level. Learn more about…
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5 Popular Metrics to Benchmark Your Call Center
If the primary goal is to improve customer service aIf the primary goal is to improve customer service and reduce operating costs then it is no…
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Callers Put on Hold are an Indicator for Lower Csat
Putting callers on hold and the hold time is necessary to monitor because putting callers on hold frequently or for a long time creates poor customer…
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Expected Gains from Making FCR Improvements
What First Call Resolution performance gains can be expected when implementing specific FCR improvement initiatives?
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A Roadmap to First Call Resolution Improvement
First Call Resolution is more than just the metric that matters the most; it is a proven call center business philosophy for cost-effectively…