SQM Group

Call Center Best Practices Case Studies

Learn the best practices that Leading North American call centers use to improve their 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:

 

Blue Cross Blue Shield of Massachusetts

FCR MEASUREMENT
BEST PRACTICES

 

First Call Resolution
Measurement Blog


Blue Cross Blue Shield of Massachusetts - FCR Measurement Case Study

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Comcast

DESKTOP APPLICATIONS BEST PRACTICES
 

Desktop Applications
Blog


Comcast - Desktop Applications Case Study
 

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Regence Agent Recognition

AGENT RECOGNITION
BEST PRACTICES

 

Agent Recognition
Blog


Regence - Agent Recognition Case Study
 

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407 ETR Quality Assurance Best Practice

QUALITY ASSURANCE
BEST PRACTICES

 

Quality Assurance
Blog


407 ETR - Quality Assurance Case Study
 

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Canadian Tire Financial Servies Call Handling Best Practice

CALL HANDLING
BEST PRACTICES

 

Call Handling
Blog


Canadian Tire Financial Services - Call Handling Case Study

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Blue Cross Blue Shield of Massachusetts

AGENT ESCALATION SUPPORT BEST PRACTICES
 

Agent Helpdesk
Blog


Blue Cross Blue Shield of Massachusetts - Agent Escalation Support Case Study

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Scotia iTRADE Performance Management Best Practice

PERFORMANCE MANAGEMENT SYSTEM BEST PRACTICES

Performance Management Systems Blog


Scotia iTRADE - Performance Management System Case Study

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Mr Cooper Agent Coaching Best Practice

AGENT COACHING
BEST PRACTICE

 

Agent Coaching
Blog


Mr. Cooper - Agent Coaching Case Study
 

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Premera Blue Cross Agent Training Best Practice

AGENT TRAINING
BEST PRACTICES

Agent Training
Blog


Premera Blue Cross - Agent Training Case Study
 

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Canadian Tire Financial Services Agent Selection

AGENT SELECTION
BEST PRACTICES

Agent Selection
Blog


Canadian Tire Financial Services - Agent Selection Case Study

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