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.
Top 5 Call Center Agent Performance Metrics
Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and…
The Impact of High WFH Agent Turnover and What to Do About it?
2021 had the highest agent turnover rate that SQM has seen in over 25 years. SQM Group has developed a work from home agent recognition solution to…
IVR Self-Service Touchpoint
For the IVR self-service touchpoint to successfully resolve an interaction, call centers need to determine the appropriate call types this touchpoint…

Customer Service 4 min read
Customer Experience Touchpoints Strategy
SQM Group’s research reveals that 71% of contact center senior executives strongly agree that improving a contact center’s customer experience is just…

Customer Service 4 min read
Agent Chat Touchpoint Service Delivery Best Practices
The chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service…

Customer Service 6 min read
Is the Call Center WFH Model After COVID-19 Here to Stay?
SQM Group has conducted groundbreaking research on “is the call center WFH model here to stay after COVID-19?” Discover the pre/post COVID-19 customer…
Talent Capabilities for Delivering Great Customer Service and World-Class FCR
Many world-class First Call Resolution performing contact centers do talent capability assessments from the agent to the SVP level. Learn more about…
Call Routing to Get the Customer to the Right Agent
Call routing is getting the customer to the right agent rather than the next available contact center agent. Uncover the best practices to improve…

Customer Service 3 min read
Agent Career Development
The essence of an effective agent career development program is to have a formalized plan to achieve alignment between an agent's career aspirations…

Employee Experience 3 min read
Agents Accountable to Call Resolution Index
Combining internal and external call resolution measurement is a best practice for holding agents accountable for their customer service performance.…

Customer Service 2 min read
Csat Drops for Each Additional Touchpoint Used
Improving Csat for customers using multiple touchpoints to resolve the same inquiry or problem will be one of the most significant improvement…

Customer Service 4 min read