SQM Group

Customer Service Blog

Subscribe to the best source for call center blog posts on First Call Resolution, customer service and employee experience research, and proven best practices for improving performance.

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.

Sign-up by keeping up with SQM’s latest research and best practice blog posts and whitepapers delivered weekly.

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Quickly find a call center blog post that can help you improve First Call Resolution, customer and employee experiences. 

Editor's Pick

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FCR is More Than a Metric, it’s an Operating Philosophy
FCR is the KING of all call center metrics - learn how to measure it and improve it to reduce operating costs, improve Csat, and the NPS®.
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Do You Know How Many People A Caller Tells About Their Call Center Experience?
It is essential to know how many people callers tell about their experience because it indicates the customer service your call center delivers and an…

Customer Experience 3 min read
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How to Create a Positive Emotional Connection with Customers using a Call Center
Emotional intelligence in a call center environment is about the Agent's ability to understand and create a positive emotional connection with…

Customer Experience 4 min read
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Selecting Customer-Centric Agents
Selecting Customer-Centric Agents to Improve First Call Resolution and Customer Service
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Agent VoC Performance Management
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX
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Call Resolution Agent Training Tips to Improve Customer Service
At the heart of world-class customer service is Agents call handling. Resolving calls and having very satisfied customers requires Agents to be highly…

5 min read
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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…

Employee Experience 4 min read
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CX 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 Experience 3 min read
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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…

Customer Experience 4 min read
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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…

Customer Experience 3 min read
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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 Experience 5 min read
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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 Experience 14 min read