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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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Essential Drivers for Creating a Positive Customer Emotion Experience
Customers experience emotion when trying to resolve an inquiry or problem using contact channels. Customers’ experiences when using a contact channel…

Customer Experience 5 min read
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SQM CX Conference Makes Headline on Global News TV!
On May 24, 2018, SQM Group Inc. recognized award-winning contact centers and front-line employee performances for over 50+ different award categories…

Customer Experience 3 min read
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SQM Groups Top 10 Customer Experience Metrics
SQM's Top 10 Customer Experience Metrics provide valuable insights on customers' experiences when using a contact channel.

Customer Experience 15 min read
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Contact Center CSR Recognition Best Practices
A recognition program will greatly help in motivating CSRs to excel at providing call resolution and to retain the top call resolution performing…

Customer Experience 4 min read
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CX Journey Mapping Best Practices
Customers expect consistent service no matter what interaction or touchpoint they are experiencing. SQM Voice of the Customer (VoC) research shows…

Customer Experience 9 min read
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Top 10 Repeat Call Reasons for Complaint Callers
Shhh! SQM’s research shows that 14% of customers who call a contact center define their call as a complaint. In fact, most contact centers believe…

Customer Experience 3 min read
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Outside-In or Inside-Out CX Operating Practices
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.

Customer Experience 8 min read
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What Customers Really Want For Their Call Center Customer Experience
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 8 min read
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Customer Experience Strategy - Pulse Check
Most organizations are interested in developing a customer experience strategy because they are grappling with how to improve enterprise wide Customer…

Customer Experience 3 min read
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Celebrating Customer Service Representative Heroes
Recognizing customer service representatives for resolving tough customer calls is one of the best practices for improving first call resolution and…

Customer Experience 4 min read
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World Class Certification for CSRs and Supervisors
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition…

Customer Experience 8 min read
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Business Case for One Contact Resolution
When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and…

Customer Experience 10 min read