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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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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.
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…
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.
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.
Understanding the Difference: CQA Score, QA Score Card, and Dashboard in a Call Center
This blog will compare these three tools and demonstrate how each contributes to optimizing performance and elevating overall efficiency.
How Sentiment Analysis Can Improve Customer Experience
Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.
How to Keep Your Call Center Agents Motivated While Working from Home
Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.
Call Center Quality Assurance Impacts for Customer Service KPIs
This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).
Agent Self-Coaching: How Agents Can Coach Themselves to Achieve World-Class QA and Csat Scores
Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident…
Call Center Quality Assurance Tips – To Improve QA Scores & Csat
We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.
Call Center Attrition Rate – Is It Now the Most Important KPI?
As a result of the higher agent turnover, job burnout, absenteeism, and operating cost, you can argue that call center turnover is the most important…