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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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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Outside-In or Inside-Out CX Operating Practices
We share our experience about the differences between Outside-In and Inside-Out CX operating practices.

Customer Service 8 min read
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What Customers Really Want For Their Call Center Customer Experience
Today’s connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use.…

Customer Service 8 min read
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Customer Experience Strategy - Pulse Check
Most organizations are interested in developing a customer experience strategy because they are grappling with how to improve enterprise wide Customer…

Customer Service 3 min read
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Celebrating Customer Service Representative Heroes
Recognizing customer service representatives for resolving tough customer calls is one of the best practices for improving first call resolution and…

Customer Service 4 min read
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World Class Certification for CSRs and Supervisors
Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition…

Customer Service 8 min read
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Business Case for One Contact Resolution
When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and…

Customer Service 10 min read
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Enterprise Wide Customer Satisfaction is Mediocre for Most
SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about…

Customer Service 3 min read
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Multi-Channel and Omni-Channel Customer Experience Difference
The vast majority of organizations state that they are trying to improve their customer experience using contact channels to resolve an inquiry or…

Customer Service 6 min read
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Customer Contact Channel Usage
Research data reveals 20% of customers who used a call center did so because a self-service contact channel failed.

Customer Service 5 min read
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Call Center Customer Experience Research
SQM’s customer experience research shows that the call center channel has the highest contact volume of all contact channels for resolving a problem.

Customer Service 3 min read
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Customer Contact Channel Preference
The call center channel remains the customer’s contact channel of choice for resolving an inquiry or problem. Many people are surprised about the…

Customer Service 2 min read
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What is One Contact Resolution?
OCR is defined as the percentage of customers who resolved their inquiry or problem on their first contact and did not use another contact channel.

Customer Service 5 min read