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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.

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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

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Call Center Quality Assurance: Comprehensive Guide
Call Center Quality Assurance: Comprehensive Guide
Discover the definition, the difference between Manual and Auto QA, and the top 10 best practices of Call Center QA to ensure exceptional customer service in every interaction. This guide explores the essential role of QA in contact centers, focusing on how monitoring and evaluating customer interactions against set standards helps enhance service quality and improve customer satisfaction.
14 min read
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What to Train Agents on to Deliver Great Customer Service?
What to Train Agents on to Deliver Great Customer Service?
We have developed four training approaches and tips for what to train Agents on to deliver great customer service.
Customer Service 3 min read
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Intelligent Skill Based Routing
Intelligent Skill Based Routing
Behind the scenes of call assignment in a contact center, find information on selecting suitable agents and exclusive tips for new customer…
Customer Service 3 min read
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7 Characteristics of an Effective Key Performance Indicator
7 Characteristics of an Effective Key Performance Indicator
Many contact center leaders struggle with determining which Key Performance Indicator is the right metric to focus on improving customer service,…
Customer Service 4 min read
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Good to Great Customer Service
Good to Great Customer Service
Customer service is the most critical component of a contact center. It offers assistance to customers before, during, and after they purchase a…
8 min read
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Agent Call Handling Impact on FCR and Call Resolution
Agent Call Handling Impact on FCR and Call Resolution
SQM Group has evaluated over 500 leading North American call centers using a VoC measuring and benchmarking approach to determine agent call handling…
4 min read
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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
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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
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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
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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
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CX Journey Mapping Using Contact Channel Touchpoints
CX Journey Mapping Using Contact Channel Touchpoints
The essence of the CX journey mapping process is that it allows you to walk in the customer's shoes as they interact with your organization through…
9 min read
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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
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Escalations: Service Recovery At Its Best
Escalations: Service Recovery At Its Best
Effective complaint handling for the call center industry has been a long-term Achilles' heel. Therefore, it represents an excellent opportunity to…
Customer Service 6 min read