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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, and 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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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…
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Agent Interview Questions to Help Determine if a Candidate is a Great FCR Fit
In this blog, we will focus on agent candidate questions that can be used in a face-to-face or video conference interview to help determine if the…
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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…
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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.
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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…
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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…
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Learn from the Best Call Centers to Improve FCR, Csat, and Reduce Cost
Learn from world-class call center’s performance for customer satisfaction and FCR metrics to improve customer experience and reduce cost.
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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…