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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.
Call Resolution Agent Training Tips to Improve Customer Service
The heart of world-class customer service is Agents call handling. Resolving calls and having very satisfied customers requires highly skilled Agents.

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…

Customer Service 4 min read
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 Service 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…
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…
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 Service 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 Service 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 Service 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 Service 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.

Customer Service 7 min read
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