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

Editor's Pick

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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.
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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
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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
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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…
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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…
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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
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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…

Customer Service 3 min read
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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
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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
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Agent Csat Certification Recognition
The most effective recognition initiative for helping call centers improve or maintain their First Call Resolution and Customer Satisfaction…

Customer Service 3 min read
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5 Popular Metrics to Benchmark Your Call Center
If the primary goal is to improve customer service aIf the primary goal is to improve customer service and reduce operating costs then it is no…
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Callers Put on Hold are an Indicator for Lower Csat
Putting callers on hold and the hold time is necessary to monitor because putting callers on hold frequently or for a long time creates poor customer…
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The Power of Standard Operating Procedures to Deliver Customer Service
Standard operating procedures aim to achieve efficiency, quality output, and performance uniformity while reducing miscommunication and failure to…