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, 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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FCR as an Enterprise Level Metric
SQM’s experience is that the FCR metric is limited to contact center leaders and seldom takes place at the enterprise-wide executive level.
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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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First Call Resolution Strategy
You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.

First Call Resolution 10 min read
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The Impact of FCR on NPS
Find the impact that FCR has on NPS and how improving First Call resolution will increase promoters and reduce detractors.
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Top 10 Call Center Best Practices for Improving First Call Resolution
Top 10 call center best practices for improving First Call Resolution (FCR) are based on our customer and employee FCR research.
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How Has Working from Home Impacted FCR and Agent Experience?
Our 2020 call center research shows that 82% of Agents currently Work From Home versus 2019, where less than 20% of Agents worked from home.

Employee Experience 5 min read
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Does Call Length Impact Your First Call Resolution Rate?
Our customer experience survey research shows that the FCR rate goes down the longer the call length.
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Top 3 Agent Recognition Tips for Improving FCR
Learn how to improve first call resolution by motivating your employees through recognition.
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Top 10 Tips for First Call Resolution Improvement
Tips for improving First Call Resolution are based on conducting customer and employee research.
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5 Tips for Improving First Call Resolution
It is often said that it is hard to measure FCR accurately but even harder to improve FCR. Find the top five tips for improving FCR.
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Calculate First Call Resolution Rate
Quickly learn how to calculate your First Call Resolution Rate.
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FCR Measurement to Improve CX and Reduce Cost
Understand your FCR rate, identify repeat call reasons, and determine the root causes to help you develop a plan to action and improve your FCR rate.