SQM Group

FCR, CX, and Best Practices 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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Agent Coaching and Recognition for Improving FCR
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.
Follow the CX Leader
In this article I will introduce you to one of those great leaders, Ken Baur, to discuss customer experience and what advice he has for other…
5 Powerful Advantages of CX Journey Mapping
Understand what customers experience for each interaction and touchpoint key moments of truth and, most importantly, discover CX improvement…
The Best Kept Secret - SQM's CSR of the Year
We announce the top 25 finalists for this award as everyone realizes the impact this award can have on that one extraordinary individual.
Employee Engagement Impact on CX and Profitability
We have all heard the old adage, “happy employees make happy customers.” SQM’s research definitely confirms that this saying is true.
CX Listening Posts for Journey Mapping
Learn how to incorporate VoC through the three CX Listening posts to create a useful CX journey map for your organization
An Interview with SQM’s Women Leaders
Special Interview with 3 of SQM’s Leaders for National Business Women’s Week. Learn about these women and how they have become leaders in the CX…
Essential Drivers for Creating a Positive Customer Emotion Experience
Customers experience emotion when trying to resolve an inquiry or problem using contact channels. Customers’ experiences when using a contact channel…
SQM CX Conference Makes Headline on Global News TV!
On May 24, 2018, SQM Group Inc. recognized award-winning contact centers and front-line employee performances for over 50+ different award categories…
SQM Groups Top 10 CX Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact channel.
Contact Center CSR Recognition Best Practices
A recognition program will greatly help in motivating CSRs to excel at providing call resolution and to retain the top call resolution performing…
CX Journey Mapping Best Practices
Customers expect consistent service no matter what interaction or touchpoint they are experiencing. SQM Voice of the Customer (VoC) research shows…