SQM Group

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.
Call Center Customer Experience Research
SQM’s customer experience research shows that the call center channel has the highest contact volume of all contact channels for resolving a problem.

Customer Service 3 min read
Customer Contact Channel Preference
The call center channel remains the customer’s contact channel of choice for resolving an inquiry or problem. Many people are surprised about the…

Customer Service 2 min read
What is One Contact Resolution?
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel.

Customer Service 5 min read
Most Customers Do Not Like to Channel Hop
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem.

Customer Service 2 min read
One Contact Resolution - The Metric that Matters the Most
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.

Customer Service 7 min read