SQM Group

FCR, CX, EX and Best Practices Blog

Subscribe to our weekly blog delivered to your inbox on FCR research, proven call center best practices and tips for helping call center improve FCR, Csat, Esat, NPS and cost.

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.

Search Our Blog

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

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®.
#
Enterprise Wide Customer Satisfaction is Mediocre for Most
SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about…

Customer Experience 3 min read
#
Multi-Channel and Omni-Channel Customer Experience Difference
The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or…

Customer Experience 6 min read
#
Customer Contact Channel Usage
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.

Customer Experience 5 min read
#
Call Center Customer Experience Research
SQM’s customer experience research shows that the call center channel has the highest contact volume of all contact channels for resolving a problem.

Customer Experience 3 min read
#
Customer Contact Channel Preference
The call center channel remains the customer’s contact channel of choice for resolving an inquiry or problem. Many people are surprised about the…

Customer Experience 2 min read
#
Multi-Channel Customer Satisfaction Research
What are the differences between One Contact Resolution (OCR), multi-channel, and omni-channel customer experience from a Csat point of view?

Customer Experience 5 min read
#
What is One Contact Resolution?
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel.

Customer Experience 5 min read
#
Most Customers Do Not Like to Channel Hop
SQM’s groundbreaking research shows how customers navigate through an organization’s contact channels when resolving an inquiry or problem.

Customer Experience 2 min read
#
One Contact Resolution - The Metric that Matters the Most
One Contact Resolution is based on customers resolving their inquiry on the first call and not using another contact channel.

Customer Experience 7 min read