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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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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Multi-Channel Customer Experience
Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.

Customer Service 6 min read
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Why Great Customer Service Matters
Customer service matters because when it's great, it helps retain customers, which can drive revenue growth and higher profitability. Discover the 10…

Customer Service 6 min read
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What to Train Agents on to Deliver Great Customer Service?
We have developed four training approaches and tips for what to train Agents on to deliver great customer service.

Customer Service 3 min read
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Intelligent Skill Based Routing
Behind the scenes of call assignment in a contact center, find information on selecting suitable agents and exclusive tips for new customer…

Customer Service 3 min read
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7 Characteristics of an Effective Key Performance Indicator
Many contact center leaders struggle with determining which Key Performance Indicator is the right metric to focus on improving customer service,…
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Good to Great Customer Service
Customer service is the most critical component of a contact center. It offers assistance to customers before, during, and after they purchase a…
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Agent Call Handling Impact on FCR and Call Resolution
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach to determine agent call handling…

Customer Service 4 min read
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First Call Resolution Benchmarking by Industry Results for 2021
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach. Our research shows there is…
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I Hear You, But I Have My Ear Plugs In
Are you surveying your customers but not using the feedback to improve your First Call Resolution and Customer Experience?

Customer Service 5 min read
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5 Tips To Improve Your Email Channel Customer Service
Unlock tips and discover the essential role the email channel plays in delivering great customer experience and retaining customers.

Customer Service 5 min read
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First Call Resolution Improvement Commitment Model
To help call centers improve CX, we have developed an FCR Improvement Commitment Model that call centers can use to improve FCR.
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CX Journey Mapping Using Contact Channel Touchpoints
The essence of the CX journey mapping process is that it allows you to walk in the customer's shoes as they interact with your organization through…