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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
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.
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5 Creative Ways to Boost Agent Engagement Through Gamification
High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.

Customer Service 7 min read
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How Product Intelligence Improves CX
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.

Customer Service 7 min read
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5 Contact Center Trends to Keep an Eye on for 2024
In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.

Customer Service 10 min read
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How to Create an Effective Coaching Plan From a Performance Audit
Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles.

Customer Service 8 min read
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What To Do if a Call Center Agent Gives Out the Wrong Information
Learn how to manage situations where call center agents provide incorrect information and protect your company's image and customer satisfaction.

Customer Service 8 min read
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8 Tips for Creating a Sense of Achievement in the Call Center
Unlock the power of recognizing customer service agents' achievements to boost morale, enhance engagement, and create a positive work environment for…

Customer Service 8 min read
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How to Overcome the Challenges of Building Customer Trust in AI
Despite its promising potential, gaining customer trust in AI is a considerable challenge that needs to be addressed.

Customer Service 8 min read
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Benefits of Agent Self-Service in Workforce Management
Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or…

Customer Service 7 min read
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Best Practices for an Agent to Handle Silence on a Call
Good communication is the lifeline of any call center and silence on a call can drastically affect the customer's experience.

Customer Service 7 min read
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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.
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How Sentiment Analysis Can Improve Customer Experience
Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.

Customer Service 9 min read
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Top 5 Best Practices for Improving Call Center Customer Service
This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of…

Customer Service 8 min read