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

Post-Call CSat Prediction QA Model: A Game-Changer for QA

Customer Satisfaction (CSat) has always been the most popular metric for call centers and is considered the primary indicator of call quality service. Discover how to predict CSat with up to 95% match to survey-based ratings.

9 min read

11 Things an Agent Should NOT Say to a Customer

Knowing what to steer clear of is just as important as mastering the right things to say.

7 min read

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…

6 min read

Using Emotional Intelligence in Call Center Interactions Can Significantly Improve Customer Service

This blog explores how integrating emotional intelligence in the call center can have a tangible impact on overall service quality.

7 min read

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.

8 min read

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.

7 min read

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.

10 min read

How Sentiment Analysis Can Improve Customer Experience

Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.

9 min read

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.