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, and customer and employee experiences. 

Editor's Pick

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First Call Resolution (FCR): A Comprehensive Guide
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.
15 min read
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Best Versus Worst Performing Agents FCR Rates
Best Versus Worst Performing Agents FCR Rates
Many call center leaders are unaware of the differences between the best versus the worst-performing Agents for FCR and the impact on costs.
Customer Service 5 min read
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Call Center Voice of the Customer (VoC)
Call Center Voice of the Customer (VoC)
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.
Customer Service 6 min read
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First Call Resolution PPT
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
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Does FCR Positively Impact Customer Retention?
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.
First Call Resolution 4 min read
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Top 12 Operational Benchmarking Data Impact on FCR Findings
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.
First Call Resolution 9 min read
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Top 20 First Contact Resolution Tips
Top 20 First Contact Resolution Tips
SQM reveals the top 20 First Contact Resolution tips for improving your FCR rate.
First Call Resolution 8 min read
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FCR as an Enterprise Level Metric
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 6 min read
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First Call Resolution Strategy
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
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The Impact of FCR on NPS
The Impact of FCR on NPS
Find the impact that FCR has on NPS and how improving First Call resolution will increase promoters and reduce detractors.
3 min read
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Top 10 Call Center Best Practices for Improving First Call Resolution
Top 10 Call Center Best Practices for Improving First Call Resolution
Top 10 call center best practices for improving First Call Resolution (FCR) are based on our customer and employee FCR research.
First Call Resolution 5 min read
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How Has Working from Home Impacted FCR and Agent Experience?
How Has Working from Home Impacted FCR and Agent Experience?
Our 2020 call center research shows that 82% of Agents currently Work From Home versus 2019, where less than 20% of Agents worked from home.
Customer Service 5 min read
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Does Call Length Impact Your First Call Resolution Rate?
Does Call Length Impact Your First Call Resolution Rate?
Our customer experience survey research shows that the FCR rate goes down the longer the call length.
First Call Resolution 4 min read