Report Topics
Our whitepapers cover a variety of topics and metrics such as the following:
- First Call Resolution
- Persona Communication Styles
- Customer Service-Centric Culture
- Work from Home Model for Contact Centers
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Featured Article
White Papers
FIRST CALL RESOLUTION REIMAGINED PART 1
First Call Resolution has been reimagined in terms of Importance, Definition, Measurement, Goals, and ROI.
FCR TOP 10 CALL CENTER
BEST PRACTICES PART 2
Improve FCR with Case Studies from Award-Winning North American Call Centers.
PERSONA COMMUNICATION STYLES
Agents can adapt their communication styles to match their customer’s styles resulting in higher Csat.
CREATE A CUSTOMER SERVICE-CENTRIC CULTURE
The importance of customer service centricity and the top 10 CX metrics for achieving a customer-centric culture.
CALL HANDLING STANDARDS
Call handling standards that are used to help agents deliver great customer service.
IS THE CALL CENTER WFH MODEL HERE TO STAY AFTER COVID-19?
Pre/Post COVID-19 Customer & Employee Experience Benchmark Research.
FCR COMPREHENSIVE GUIDE
This First Call Resolution (FCR) blog is a guide for defining, measuring, tracking, benchmarking, and improving FCR.
CALL CENTER OPERATIONAL BENCHMARKING DATA
SQM Group captured operational benchmarking data for over 300 leading North American call centers in 2021.
WHAT IS A GOOD
FCR RATE?
SQM Group Presents the Call Center Industry 2022 FCR Benchmark Results.
15 QUESTIONS TO ASK POTENTIAL VENDORS
Know the right questions to ask vendors when deciding on customer service and quality assurance software.
IMPROVING SUPERVISOR COACHING EFFECTIVENESS
Call center customer service success depends on the supervisor's agent coaching effectiveness.