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.

Sign-up by keeping up with SQM’s latest research and best practice blog posts and whitepapers delivered weekly.

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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 Benefits for Healthcare
Here is why FCR improvement should matter to you as a healthcare insurance call center
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First Call Resolution Reimagined
FCR is the KING of all call center metrics because it measures your customer experience (CX) performance.
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Persona Communication Styles
SQM has developed ground-breaking research on how CSRs in Call Centers can adapt their communication styles to match their customer’s style leading to…
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Top 5 Reasons to Improve First Call Resolution
Discover how First Call Resolution can improve customer satisfaction, increase customer referrals, and retention.
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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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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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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