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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Ranking Agents Performance for FCR and Csat
Ranking supervisors and agents for their FCR and Csat performance is an opportunity to create high accountability, motivation to improve, and a…
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Top 6 Call Handling Best Practices
One of the quickest ways to improve FCR is to improve Agent call handling practices. We have developed the Top 6 Call Handling Best Practices that…
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First Call Resolution and Customer Satisfaction Comparison by Industry and Call Reason
SQM Group identifies how call center industry figures shows a comparison of Voice of the Customer (VoC) and Customer Satisfaction (Csat) benchmarking…
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How is Your Call Center Voc Performance Compared to Other Industries?
Check out SQM’s recent VoC customer service benchmarking results for 2021. See how you stack up compared to others in your industry.

Customer Service 3 min read
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Customer Quality Assurance (CQA)
If Customer Quality Assurnace (CQA) is properly implemented, a call center can expect up to a 10% improvement in FCR. Discover why customer quality…
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Power of Senior Management Representing the VoC Impact
Do your call center senior managers funnel customer First Call Resolution and Customer Satisfaction post-call survey data and feedback to non-call…

Customer Service 3 min read
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World Class Customer Service Commitment Snicker Factor
It is easy to say you're committed to achieving world-class customer service but challenging to act on a commitment level to achieve and maintain…

Customer Service 3 min read
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Targeted Opportunities for Improving Customer Service
Find out the essentials to understanding the Moment of Truth that a customer experiences when interacting with a call center to resolve their inquiry…

Customer Service 2 min read
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Importance of Management Longevity for Delivering World-Class Customer Service
Discover how call center management longevity plays a key role in delivering world-class customer service utilizing more stability, experience, and…

Customer Service 3 min read
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Achieving Statistically Accurate and Insightful Survey Results
Discover the five factors to ensure statistical accuracy and insightful survey results in this blog and by using our free Survey Sample Size and…

Customer Service 5 min read
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6 of the Best Agent Customer Service Coaching Stories
Customer service storytelling is a communication and supervisor coaching practice used with all agents to improve customer service performance.

Customer Service 2 min read
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The Importance of Stakeholder Alignment to Customer Service Goals
Find out how fundamental stakeholder alignment is to delivering great customer service is in contact centers.

Customer Service 2 min read