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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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Editor's Pick

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.
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 call center industry figures shows a comparison of Voice of the Customer (VoC) and Customer Satisfaction (Csat) benchmarking…
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
Explore the most remarkable business practices for huge improvement in first call resolution and customer service.
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.
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
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.
Top 12 Operational Benchmarking Data Impact on FCR Findings
Call center industry operational benchmarking data and the FCR impacts study. The top 12 highlights on how operational benchmarking data impacts FCR.
Top 20 First Contact Resolution Tips
SQM reveals the top 20 First Contact Resolution tips for improving your FCR rate.
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.
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