FCR Best Practices Blog
We all know that in today's increasingly challenging contact center arena it is essential to provide an exceptional customer experience to ensure that customers stay loyal to your organization. SQM writes blog posts that focus on research and best practices for improving FCR and providing great CX.
Case Studies
Working with some of the leading contact centers throughout North America, SQM has documented some of the individual processes developed to ensure exceptional FCR delivery and compiled a library of best practice articles and whitepapers on a range of topics including CSR Recognition, CSR Performance Management, Quality Assurance, and Desktop Applications.
Call Center Research White Papers
Based on over 25 years of call center research with 500+ leading North American call centers, SQM Group has developed free, downloadable whitepapers that help call centers to improve FCR, customer satisfaction, and employee experience.
Contact Center Improvement Books
We have written five books on customer and employee research and best practices that are designed to help contact center managers improve their people, process, and technology practices to improve and provide great CX/EX. All books are written by Mike Desmarais, MBA, Founder and CEO of SQM Group.
Client CX Award Stories
Each year SQM recognizes the best of the best customer experience professionals ranging from agents up to the CX Leaders of an organization at our annual CX conference. SQM compiles and publishes the stories of our award winners annually so they can be shared and used to learn from to improve FCR and provide great CX.
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Learn more about mySQM™ Customer Service QA Software and how SQM can help your call center improve its CX delivery.