SQM Group

FCR, CX, EX and Best Practices Blog

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Call Center Improvement Blog

SQM is dedicated to helping contact centers improve their First Call Resolution and lower their operating cost. To help you with that, we have developed blog posts based on FCR research and FCR best practices for delivering the experience your customers expect. Sign-up to keep up with SQM’s latest FCR research and FCR best practices blogs, whitepapers, webinars, and certification courses delivered weekly.

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Quickly find articles and posts that help call centers improve First Call Resolution, Net Promoter Score® and Customer Satisfaction.

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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CX Leader Award Winner - An Interview with Lana Pruett
We’re always on the lookout for leaders who are driven in providing exceptional service and making sure the organization’s goals and objectives are…

Customer Experience 7 min read
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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 Experience 7 min read
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Establishing Goals for Improving Performance
It is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.

Customer Experience 3 min read
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Escalations: Service Recovery At Its Best
Effective customer escalation handling metrics and processes for improving call satisfaction.

Customer Experience 5 min read
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Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX.

Employee Experience 4 min read
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Agent Coaching and Recognition for Improving FCR
Learn about agent coaching & recognition best practices to improve First Call Resolution and customer experience.
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Follow the CX Leader
In this article I will introduce you to one of those great leaders, Ken Baur, to discuss customer experience and what advice he has for other…

Customer Experience 7 min read
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5 Powerful Advantages of CX Journey Mapping
Understand what customers experience for each interaction and touchpoint key moments of truth and, most importantly, discover CX improvement…

Customer Experience 3 min read
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The Best Kept Secret - SQM's CSR of the Year
We announce the top 25 finalists for this award as everyone realizes the impact this award can have on that one extraordinary individual.

Customer Experience 8 min read
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Employee Engagement Impact on CX and Profitability
We have all heard the old adage, “happy employees make happy customers.” SQM’s research definitely confirms that this saying is true.

Employee Experience 4 min read
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CX Listening Posts for Journey Mapping
Learn how to incorporate VoC through the three CX Listening posts to create a useful CX journey map for your organization

Customer Experience 5 min read
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An Interview with SQM’s Women Leaders
Special Interview with 3 of SQM’s Leaders for National Business Women’s Week. Learn about these women and how they have become leaders in the CX…

Customer Experience 9 min read