SQM Group

FCR, CX, and Best Practices Blog

SQM is dedicated to helping contact centers improve their First Call Resolution and lower their operating cost. To help you with that, we have developed blog posts based on FCR research and FCR best practices for delivering the experience your customers expect. Sign-up to keep up with SQM’s latest FCR research and FCR best practices blogs, whitepapers, webinars, and certification courses delivered weekly.

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Top 10 Repeat Call Reasons for Complaint Callers
Shhh! SQM’s research shows that 14% of customers who call a contact center define their call as a complaint. In fact, most contact centers believe…
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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.
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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.…
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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…
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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…
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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…
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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…
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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…
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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…
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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.
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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.
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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…