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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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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.
Agent Call Handling Impact on FCR and Call Resolution
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach to determine agent call handling…
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…
I Hear You, But I Have My Ear Plugs In
Are you surveying your customers but not using the feedback to improve your First Call Resolution and Customer Experience?

Customer Service 5 min read
5 Tips To Improve Your Email Channel Customer Service
Unlock tips and discover the essential role the email channel plays in delivering great customer experience and retaining customers.

Customer Service 5 min read
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.
CX Journey Mapping Using Contact Channel Touchpoints
The essence of the CX journey mapping process is that it allows you to walk in the customer's shoes as they interact with your organization through…
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.
Escalations: Service Recovery At Its Best
Effective complaint handling for the call center industry has been a long-term Achilles' heel. Therefore, it represents an excellent opportunity to…

Customer Service 6 min read
Top 5 Operating Practices that Hinder Agents from Achieving First Call Resolution
Based on SQM's Agent Satisfaction with operating research study of 150 leading North American call centers, we have determined the top 5 operating…

Customer Service 4 min read
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.
Top 10 Customer Experience Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact channel or multiple contact channels to resolve an…
IVR Dilemma - Customer Containment vs. Customer Experience?
For call center leaders, the Interactive Voice Response (IVR) system creates a dilemma. On the one hand, they want the IVR system to focus on customer…

Customer Service 7 min read