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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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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
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.
15 min read
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11 Things an Agent Should NOT Say to a Customer
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
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How to Offer a Genuine Apology as an Agent
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
7 min read
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How to Boost Your Lowest Performers in the Call Center
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
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Tips for Effective Call Center Coaching Sessions
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
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Understanding the Difference: CQA Score, QA Score Card, and Dashboard in a Call Center
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
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How Sentiment Analysis Can Improve Customer Experience
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
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How to Keep Your Call Center Agents Motivated While Working from Home
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.
7 min read
15 min read
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Call Center Quality Assurance Impacts for Customer Service KPIs
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).
10 min read
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Agent Self-Coaching: How Agents Can Coach Themselves to Achieve World-Class QA and Csat Scores
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…
5 min read
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Call Center Quality Assurance Tips – To Improve QA Scores & Csat
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.
13 min read