SQM Group logo

Customer Service Blog

Subscribe to the best source for call center blog posts on First Call Resolution, Customer Service, and Quality Assurance.

Call Center Customer Service Blog

SQM is dedicated to helping call centers improve their First Call Resolution, customer and employee experience, and lower their operating cost. To help you with that, we have developed blog posts based on research and best practices for people, processes, and technology to improve customer’s experiences doing business with your call center and employees working in your call center.

What separates our call center customer service blogs from other organizations is that they are based on customer, employee, and operational research. SQM blogs are based on our research for conducting over 500 VoC benchmarking studies with leading North American call centers on customer service on an annual basis.

Sign-up by keeping up with SQM’s latest research and best practice blog posts and whitepapers delivered weekly.

Search Blog Posts

Quickly find a call center blog post that can help you improve First Call Resolution, and customer and employee experiences. 

Editor's Pick

#
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Customer Satisfaction (CSat) has always been the most popular metric for call centers and is considered the primary indicator of call quality service. Discover how to predict CSat with up to 95% match to survey-based ratings.
9 min read
#
First Call Resolution Benchmarking by Industry Results for 2021
First Call Resolution Benchmarking by Industry Results for 2021
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach. Our research shows there is…
First Call Resolution 3 min read
#
I Hear You, But I Have My Ear Plugs In
I Hear You, But I Have My Ear Plugs In
Are you surveying your customers but not using the feedback to improve your First Call Resolution and Customer Experience?
Customer Service 5 min read
#
5 Tips To Improve Your Email Channel Customer Service
5 Tips To Improve Your Email Channel Customer Service
Unlock tips and discover the essential role the email channel plays in delivering great customer experience and retaining customers.
Customer Service 5 min read
#
First Call Resolution Improvement Commitment Model
First Call Resolution Improvement Commitment Model
To help call centers improve CX, we have developed an FCR Improvement Commitment Model that call centers can use to improve FCR.
First Call Resolution 6 min read
#
Most Helpful Business Practices for Improving FCR and CX
Most Helpful Business Practices for Improving FCR and CX
Explore the most remarkable business practices for huge improvement in first call resolution and customer service.
First Call Resolution 3 min read
#
Top 5 Operating Practices that Hinder Agents from Achieving First Call Resolution
Top 5 Operating Practices that Hinder Agents from Achieving First Call Resolution
Based on SQM's Agent Satisfaction with operating research study of 150 leading North American call centers, we have determined the top 5 operating…
Customer Service 4 min read
#
Customer Effort Required to Resolve a Call and the Impact on Customer Defections
Customer Effort Required to Resolve a Call and the Impact on Customer Defections
The customer effort metric is an excellent question to ask customers how much effort was needed to resolve their call.
First Call Resolution 2 min read
#
IVR Dilemma - Customer Containment vs. Customer Experience?
IVR Dilemma - Customer Containment vs. Customer Experience?
For call center leaders, the Interactive Voice Response (IVR) system creates a dilemma. On the one hand, they want the IVR system to focus on customer…
Customer Service 7 min read
#
Do You Know How Many People A Caller Tells About Their Call Center Experience?
Do You Know How Many People A Caller Tells About Their Call Center Experience?
It is essential to know how many people callers tell about their experience because it indicates the customer service your call center delivers and an…
Customer Service 3 min read
#
How to Create a Positive Emotional Connection with Customers using a Call Center
How to Create a Positive Emotional Connection with Customers using a Call Center
Emotional intelligence in a call center environment is about the Agent's ability to understand and create a positive emotional connection with…
Customer Service 4 min read
#
Selecting Customer-Centric Agents
Selecting Customer-Centric Agents
Selecting Customer-Centric Agents to Improve First Call Resolution and Customer Service
Customer Service 5 min read
#
Agent VoC Performance Management
Agent VoC Performance Management
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX
8 min read