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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.
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
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
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
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.
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.
Top 20 First Contact Resolution Tips
SQM reveals the top 20 First Contact Resolution tips for improving your FCR rate.