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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Editor's Pick

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.
Five Empathy Statements for Achieving Great Csat
To ensure agents deliver customer empathy consistently, they need to be trained, coached, and monitored through their QA program and post-call…
Customer Rapport – the Key Ingredient for Agents Providing Great Csat
Learn why building customer rapport is one of an agent's most essential skills to delivering great customer service.
Customer Feedback: Why It's Important & The 8 Best Ways to Collect It
Customer feedback is essential because it is a pillar for delivering excellent customer satisfaction and contributes to helping your company retain…
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…
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.
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…
Leadership Development: A Comprehensive Guide
This comprehensive leadership development guide will answer five important call center leadership questions.
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.
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…
15 Proven Call Center Best Practices
SQM Group has developed a comprehensive guide to 15 proven call center best practices to deliver great customer service.
What is a Good First Call Resolution Rate?
Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR…
Top 5 Call Center Agent Performance Metrics
Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and…