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Customer Service Blog

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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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First Call Resolution (FCR): A Comprehensive Guide
Uncover the definition, benefits, measurement, and tips for improving one of the most crucial call center metrics – first call resolution. FCR is a metric that measures a contact center's ability for its agents to resolve a customer's inquiry or problem on the first call or contact.
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Awkward Situations in the Call Center
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.

Customer Service 8 min read
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Inbound vs. Outbound Call Centers
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.

Customer Service 7 min read
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How to Offer a Genuine Apology as an Agent
Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong…
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5 Tips for Improving Tone of Voice in the Call Center
This blog delves into five simple yet effective tips for improving the tone of voice in call centers. It offers practical advice that agents can…

Customer Service 8 min read
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How to Boost Your Lowest Performers in the Call Center
Discover how to transform call center underperformers into top assets through training, mentorship, and continuous feedback.
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Top 10 Best Customer Service Greeting Phrases
Discover the top 10 customer service greetings for call center agents to ensure a smooth and friendly experience from the start.

Customer Service 8 min read
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What Is Omnichannel Customer Service?
Many companies have shifted from traditional customer engagement methods to "omnichannel" customer service, but what exactly does that mean?

Customer Service 9 min read
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Tips for Effective Call Center Coaching Sessions
Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development.
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5 Creative Ways to Boost Agent Engagement Through Gamification
High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.

Customer Service 7 min read
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How Product Intelligence Improves CX
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.

Customer Service 7 min read
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5 Contact Center Trends to Keep an Eye on for 2024
In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.

Customer Service 10 min read