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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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Call Center Quality Assurance: Comprehensive Guide
Discover the definition, the difference between Manual and Auto QA, and the top 10 best practices of Call Center QA to ensure exceptional customer service in every interaction. This guide explores the essential role of QA in contact centers, focusing on how monitoring and evaluating customer interactions against set standards helps enhance service quality and improve customer satisfaction.
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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.
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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…
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Leadership Development: A Comprehensive Guide
This comprehensive leadership development guide will answer five important call center leadership questions.
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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.
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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…
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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.
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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…
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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…
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Is the Call Center WFH Model After COVID-19 Here to Stay?
SQM Group has conducted groundbreaking research on “is the call center WFH model here to stay after COVID-19?” Discover the pre/post COVID-19 customer…
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The Power of Standard Operating Procedures to Deliver Customer Service
Standard operating procedures aim to achieve efficiency, quality output, and performance uniformity while reducing miscommunication and failure to…
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A Roadmap to First Call Resolution Improvement
First Call Resolution is more than just the metric that matters the most; it is a proven call center business philosophy for cost-effectively…
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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…