SQM Group

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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Customer Quality Assurance – Call Calibration: Comprehensive Guide
This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer…
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What Are the Industry Standards For the Top Call Center KPIs?
This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs).

Customer Service 10 min read
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Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips To Improve It
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet…
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What Call Center Leaders Should Do to Lessen the Impact of an Economic Downturn
As most leaders know, treating the call center as a cost center hinders their ability to deliver great customer service.
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Top 10 Most Popular Customer Service QA Blogs in 2022
We share our Top 10 most popular blogs in 2022 that can help your call center improve customer service QA performance in 2023.

Customer Service 5 min read
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Top 10 Qualities of the Best Customer Service QA Performing Call Center Agents
Here are the top 10 qualities that make for a successful call center agent to provide great customer service quality assurance.

Quality Assurance 8 min read
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Industry Standards for the 7 Essential Customer Service Metrics and How You Measure Up to Them
Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to…

Customer Service 15 min read
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How to Create a Customer Service QA Form – With a Scorecard Example
We believe the customer service QA form we share can be helpful to call centers to create a customer service QA form to improve CX and call…
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Do You Really Understand the Main Reasons Why Customers Are Calling You?
Most call centers think they understand the main reasons customers are calling them but often fail to view it from a customer's point of view.

Customer Service 8 min read
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Call Abandonment Rate: Comprehensive Guide
Measuring call center abandonment rate can help discover opportunities to improve related issues to workforce management, resource allocation, FCR,…

Customer Service 6 min read
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What is 360-Degree Feedback, and How Can You Use It With a Quality Assurance Program?
From a CSQA perspective, 360-Degree Feedback lets agents and supervisors get a fuller picture of a customer's experience interacting with a call…