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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.
Does Call Length Impact Your First Call Resolution Rate?
Our customer experience survey research shows that the FCR rate goes down the longer the call length.
Top 3 Agent Recognition Tips for Improving FCR
Learn how to improve first call resolution by motivating your employees through recognition.
Top 10 Tips for First Call Resolution Improvement
Tips for improving First Call Resolution are based on conducting customer and employee research.
5 Tips for Improving First Call Resolution
It is often said that it is hard to measure FCR accurately but even harder to improve FCR. Find the top five tips for improving FCR.
Calculate First Call Resolution Rate
Quickly learn how to calculate your First Call Resolution Rate.
FCR Measurement to Improve CX and Reduce Cost
Understand your FCR rate, identify repeat call reasons, and determine the root causes to help you develop a plan to action and improve your FCR rate.
FCR Benefits for Healthcare
See The Top 3 Reasons for Improving First Call Resolution in the Healthcare Call Center Industry. Discover what a good first call resolution rate for…
First Call Resolution Reimagined
FCR is the KING of all call center metrics because it measures your customer experience (CX) performance.
Persona Communication Styles
SQM has developed ground-breaking research on how CSRs in Call Centers can adapt their communication styles to match their customer’s style leading to…
Top 5 Reasons to Improve FCR
Discover how FCR can improve customer satisfaction, increase customer referrals, and retention.
Who Really Drives FCR in Your Contact Center or Organization?
With customer expectations becoming increasingly complex and the importance of service delivery for increasing revenue and reducing costs,…

Customer Service 7 min read
CSR of the Year 2018 – An Interview with Robert Mills
In this interview, meet Robert Mills from Horizon BCBSNJ, SQM’s 2018 CSR of the Year. Learn about his passion for customer experience and read the…

Customer Service 7 min read