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Call Center Best Practices Case Studies

Learn the best practices from award-winning Leading North American call centers to improve FCR and customer service.

Call Center Case Studies for Improving FCR and Customer Service

For more than 25 years, SQM Group has been conducting VoC research to determine the best practices (i.e., people, processes and technology) that call centers use for improving their FCR and CX performance. Learn about the best practices that award-winning North American companies use to improve their call center first call resolution, customer service, operating costs, Csat, and NPS:


FCR Measurement

Blue Cross Blue Shield of Massachusetts — FCR Measurement Case Study

FCR Measurement Blog

Desktop Applications

Comcast — Desktop Applications Case Study

Related: Desktop Applications Blog

Agent Recognition

Regence — Agent Recognition Case Study

Related: Agent Recognition Blog

Quality Assurance

407 ETR — Quality Assurance Case Study

Related: Quality Assurance Blog

Call Handling

Canadian Tire Financial Services — Call Handling Case Study

Related: Call Handling Blog

Agent Coaching

Mr. Cooper — Agent Coaching Case Study

Related: Agent Coaching Blog

Agent Training

Premera Blue Cross — Agent Training Case Study

Related: Agent Training Blog

Agent Selection

Canadian Tire Financial Services — Agent Selection Case Study

Related: Agent Selection Blog

Journey Mapping

Regence — Journey Mapping Case Study

Related: Journey Mapping Blog

Agent Escalation Support

Blue Cross Blue Shield Massachusetts — Agent Escalation Support Case Study

Related: Agent Escalation Support Blog

Performance Management System

Scotia iTRADE — Performance Management System Case Study

Related: Performance Management System Blog