SQM Group

Customer Service Blog

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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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Agent Interview Questions to Help Determine if a Candidate is a Great FCR Fit
In this blog, we will focus on agent candidate questions that can be used in a face-to-face or video conference interview to help determine if the…
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Call Center Structure
Call center agent structure plays a vital role in delivering great customer service and high First Call Resolution. Discover the difference between an…

Customer Service 3 min read
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VoC Agent Coaching Model that has a Proven Track Record for Improving Customer Satisfaction
Given that most call center Csat improvement comes from agents with high Csat performance versus agents with average or below Csat performance level,…
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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…
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Top 5 Barriers that Hinder the Improvement of First Call Resolution
We have identified the top five barriers that have hindered organizations from improving their FCR performance.
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Improving Csat Using Supervisor Coaching Time Allocation
Deciding which agents a supervisor spends most of their time coaching will play a significant role in the call center’s overall Csat. Discover the…
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Call Center Customer Satisfaction: A Comprehensive Guide
We have developed a comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call…
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Tips for Removing Deflators that Hinder Delivering Great Customer Service
Deflators can be very damaging to the call center and organization. Unfortunately, SQM's experience is that most call centers have not removed…

Customer Service 3 min read
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Top 5 Misconceptions About Call Center Customer Satisfaction
SQM's opinion of the top five misconceptions about call center customer satisfaction is based on over 25 years of customer service benchmarking and…

Customer Service 6 min read
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Asking Customers if their Call Reason has been Resolved
Learn the benefits of the agent 'asking the customer if their call reason has been resolved'.

Customer Service 2 min read
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Call Center Metrics and World-Class Targets
Based on SQM Group’s tracking and benchmarking studies, we have determined the call center metrics and world-class targets that are all essential call…

Customer Service 2 min read
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Call Transfer & Hold Performance Impact on Csat and FCR
SQM Group's research revealed that when calls are transferred or put on hold, they can significantly impact Customer Experience for customer…