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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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Agent Self-Training
Agent Self-Training
SQM's on-demand agent self-CX soft skills training empowers agents to take charge of their professional development.
Customer Service 8 min read
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What is the Difference Between Hot Calls and Cold Calls?
What is the Difference Between Hot Calls and Cold Calls?
Mastering the art of both hot calls and cold calls can significantly enhance the overall customer service within a call center.
Customer Service 8 min read
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Call Center: The Perceived Risks of Using AI to Improve CX
Call Center: The Perceived Risks of Using AI to Improve CX
AI is a significant player in call center customer experience but what are the perceived risks that customers and call center industry leaders are…
Customer Service 8 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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Customer Service vs. Customer Experience
Customer Service vs. Customer Experience
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience…
Customer Service 7 min read
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10 Types of Customers And How Agents Can Support Them
10 Types of Customers And How Agents Can Support Them
Recognizing the various types of customers your business interacts with is a fundamental skill for creating effective customer support strategies.
Customer Service 6 min read
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Awkward Situations in the Call Center
Awkward Situations in the Call Center
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
Customer Service 8 min read
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Inbound vs. Outbound Call Centers
Inbound vs. Outbound Call Centers
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.
Customer Service 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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5 Tips for Improving Tone of Voice in the Call Center
5 Tips for Improving Tone of Voice in the Call Center
This blog delves into five simple yet effective tips for improving the tone of voice in call centers. It offers practical advice that agents can…
Customer Service 8 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