SQM Group

Customer Service Blog

Subscribe to the best source for call center blog posts on First Call Resolution, customer service and employee experience research, and proven best practices for improving performance.

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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Top 25 Call Handling Word Choices and Phrases Agents Need to Use to Deliver Great Csat
Not only do customer service scripts provide your agents with real-time support if they need it, but they are also excellent tools for training new…

Customer Service 5 min read
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Top 10 Questions to Ask Customers Using a Post-Call Survey
This blog is a comprehensive guide for conducting post-call surveys to measure, track, benchmark, and improve customer service.

Customer Service 12 min read
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Customer Service Infographic - Great Facts to Help Call Centers Improve CX
There’s always room for improvement when it comes to CX best practices. SQM research shows that FCR is a driver for providing great customer service.

Customer Service 5 min read
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The Power of Customer Advocacy to Deliver Great Call Center CX
Our award-winning call centers understand that customer advocacy is one of the best ways to attract more customers and gain market share over the long…

Customer Service 8 min read
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5 Steps for Improving Call Center Supervisor Effectiveness
The success of your call center customer service depends on your supervisor's agent coaching effectiveness for improving and sustaining high FCR and…
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Leadership Development: A Comprehensive Guide
This comprehensive leadership development guide will answer five important call center leadership questions.
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What is the Right Leadership Style for a Call Center?
To help determine the primary leadership style you use at your call center, read our blog describing the most common call center leadership styles.
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10 Call Center Customer Service Blogs You Need to Read
Our blogs are an excellent way to enhance your thinking about new call center research, tips, and best practices for delivering superior customer…
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Consistency is the Key to Delivering Great Call Center CX
From a call center perspective, consistency means that customers always experience great service when they interact with an agent to resolve their…

Customer Service 9 min read
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Customer Satisfaction is Still the Most Popular Call Center CX Metric We Have! Here's Why...
The Csat metric is popular because it is broadly understood, researched, easy to communicate to stakeholders, and is best at quantifying customer…

Customer Service 6 min read
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15 Questions to Ask Potential Vendors to Help Choose the Best Customer Service QA Software Fit
Deciding on the best fit for customer service and quality assurance (QA) software can be complicated if you do not know the right questions to ask…

Customer Service 10 min read
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Top 10 Customer Satisfaction Skills That Agents Must Have
Why are Agent Csat Skills Essential to Deliver Great CX? When Csat improves, the source for the improvement is the customer satisfaction skills of…