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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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Quickly find a call center blog post that can help you improve First Call Resolution, and customer and employee experiences. 

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.
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
Do You Know How Many People A Caller Tells About Their Call Center Experience?
It is essential to know how many people callers tell about their experience because it indicates the customer service your call center delivers and an…

Customer Service 3 min read
How to Create a Positive Emotional Connection with Customers using a Call Center
Emotional intelligence in a call center environment is about the Agent's ability to understand and create a positive emotional connection with…

Customer Service 4 min read
Selecting Customer-Centric Agents
Selecting Customer-Centric Agents to Improve First Call Resolution and Customer Service

Customer Service 5 min read
Agent VoC Performance Management
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX