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.

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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

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 PPT

The First Call Resolution PPT slides cover the definition, its benefits, measuring it, and tips for improving it.

First Call Resolution 12 min read

Call Center Voice of the Customer (VoC)

VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.

Customer Service 6 min read

Does FCR Positively Impact Customer Retention?

Find the impact that FCR has on Net Retention Index and how improving FCR increases Secure customers and reduces customers at Risk of Defection.

First Call Resolution 4 min read

Top 12 Operational Benchmarking Data Impact on FCR Findings

Call center industry operational benchmarking data and the FCR impacts study. The top 12 highlights on how operational benchmarking data impacts FCR.

First Call Resolution 9 min read

FCR as an Enterprise Level Metric

SQM’s experience is that the FCR metric is limited to contact center leaders and seldom takes place at the enterprise-wide executive level.

First Call Resolution 6 min read

First Call Resolution Strategy

You can make a strong business case for using FCR as an enterprise-wide metric for which all employees at all levels are held accountable.

First Call Resolution 10 min read

Top 10 Call Center Best Practices for Improving First Call Resolution

Top 10 call center best practices for improving First Call Resolution (FCR) are based on our customer and employee FCR research.

First Call Resolution 5 min read

The Impact of FCR on NPS

Find the impact that FCR has on NPS and how improving First Call resolution will increase promoters and reduce detractors.

3 min read

5 Tips for Improving First Call Resolution

It is often said that it is hard to measure FCR accurately but even harder to improve FCR. Find the top five tips for improving FCR.

First Call Resolution 2 min read

How Has Working from Home Impacted FCR and Agent Experience?

Our 2020 call center research shows that 82% of Agents currently Work From Home versus 2019, where less than 20% of Agents worked from home.

Customer Service 5 min read

Does Call Length Impact Your First Call Resolution Rate?

Our customer experience survey research shows that the FCR rate goes down the longer the call length.

First Call Resolution 4 min read

Top 3 Agent Recognition Tips for Improving FCR

Learn how to improve first call resolution by motivating your employees through recognition.

First Call Resolution 9 min read

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Customer Service Blog