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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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.
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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
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Powerful Call Center Agent Recognition
SQM's call center certification program is one of the most effective recognition practices for helping call center leaders motivate agents and…

Customer Service 4 min read
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How to Create a Customer Service-Centric Culture
Creating a customer service-centric culture requires leaders to align their people, processes, and technology practices to support their…

Customer Service 4 min read
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25 of the Best Customer Service Stories from Award Winning Agents
Learn from the best call center customer service stories and deliver a message in a way that engages employees, inspires them, and helps them…

Customer Service 3 min read
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Using Servant Leadership to Deliver Great Customer Service
Servant leadership is a leadership style and philosophy whereby individuals interact with others to achieve authority rather than power. These…

Customer Service 2 min read