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

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®.
Call Resolution Agent Training Tips to Improve Customer Service
At the heart of world-class customer service is how Agents handle calls. Resolving calls and having very satisfied customers requires Agents to be…

5 min read
Top 3 Agent Software Applications for Improving First Call Resolution and CX
Discover the three primary agent software applications essential for consistently delivering FCR, great CX, and achieving a significant return on a…

Employee Experience 4 min read
CX Expectations Using Different Contact Channels to Resolve Issues
Today's connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use.

Customer Experience 3 min read
Using a Call Handling Motto with Muscle to Improve CX
SQM considers having a vision, mission, motto with muscle statement, and key performance indicators specific to the call center to be a best practice…

Customer Experience 4 min read
Call Center Customer Service Moments of Truth that Matter
The Moments of Truth that matter the most when calling a call center for customer service was developed based on SQM’s extensive research and…

Customer Experience 3 min read
Top 10 Contact Center Customer Service Metrics to Measure
SQM's Top 10 VoC Metrics provides valuable insights into customers' experiences using a contact channel or multiple contact channels to resolve an…

Customer Experience 5 min read
10 Indispensable Agent Tips for Improving Customer Service and First Call Resolution
The 10 Indispensable Agent Tips for Improving Customer Service and the First Call Resolution rate come from Voice of the Customer research conducted…

Customer Experience 14 min read
VoC Agent Coaching Tips to Improve Customer Service
Using post-call surveying and effective VoC Agent coaching has a proven track record for increasing FCR rate and improving customer service.

Customer Experience 5 min read
Actioning Voice of Customer Feedback
The most crucial aspect of any Voice of the Customer (VoC) program is to action the customer survey feedback.

Customer Experience 8 min read
Call Center Concierge Service
Providing concierge service is an excellent opportunity for call center agents to resolve customer calls on the first call that otherwise might go…

Customer Experience 6 min read
Call Center Industry Research Helpdesk
The helpdesk agent support queue plays a vital role in helping customer service agents and customers resolve calls.

Employee Experience 7 min read
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