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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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Editor's Pick

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.
Customer Survey Agent Coaching
Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service.
15 Proven Call Center Best Practices
SQM Group has developed a comprehensive guide to 15 proven call center best practices to deliver great customer service.
The 5 Pros and Cons of Agents Asking Customers if They Resolved Issues
Many call center end of call practices have agents ask customers, “Is there anything else I can do for you?” We have identified the pros and cons of…
What is a Good First Call Resolution Rate?
Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR…
Knowledge Management for Higher FCR
Knowledge MaKnowledge Management makes it easier for call center agents to find and use relevant content to help resolve customer interactions on the…
Best Call Center In North America for An Agent to Work At
It is SQM’s view that the best call center in North America for an agent to work at for the last 10 years continues to be Canadian Tire Bank. Discover…

Customer Service 2 min read
Call Center Root Causes for Not Achieving First Call Resolution
SQM research identifies the root causes for the top five repeat call reasons that hinder delivering great customers service and First Call Resolution.…
VoC Agent STAR Coaching
SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly…
Contacting Dissatisfied Customers
Proactively contacting dissatisfied customers to provide great service recovery is a best practice that should be done for any touchpoint a customer…

Customer Service 3 min read
Call Centers are the Last Line of Defense for Stopping Customers from Defecting
When a call is unresolved, customers are five times more prone to defection than if they experienced FCR. This is because call centers are the last…

Customer Service 2 min read
Top 5 Call Center Agent Performance Metrics
Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and…
The Impact of High WFH Agent Turnover and What to Do About it?
2021 had the highest agent turnover rate that SQM has seen in over 25 years. SQM Group has developed a work from home agent recognition solution to…

Customer Service 4 min read