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.

15 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.

5 min read

Post-Call Surveys are the Right Data to Action for Improving Customer Service

Learn About an Actioning Customer Survey Model that has a Proven Track Record for Improving CX

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.

First Call Resolution 4 min read

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

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

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

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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