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.

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Editor's Pick

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®.
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 Experience 5 min read
Actioning Voice of Customer Feedback
The most crucial aspect of any Voice of the Customer (VoC) program is to action the customer survey feedback.

Customer Experience 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 Experience 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.

Employee Experience 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.

Employee Experience 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 Experience 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.
Call Handling Impact on FCR
Learn about our call resolution delivery model and call handling behaviors for improving CX.
Customer Quality Assurance (CQA)
Discover how SQM’s award winning clients use Customer Quality Assurance to improve FCR.