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Customer Service Blog

Subscribe to the best source for call center blog posts on First Call Resolution, Customer Service, and Quality Assurance.

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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Achieving Statistically Accurate and Insightful Survey Results
Discover the six factors to ensure insightful and statistically accurate survey results, and try our free Survey Sample Size and Invites calculator.

Customer Service 5 min read
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6 of the Best Agent Customer Service Coaching Stories
Customer service storytelling is a communication and supervisor coaching practice used with all agents to improve customer service performance.
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The Importance of Stakeholder Alignment to Customer Service Goals
Find out how fundamental stakeholder alignment is to delivering great customer service is in contact centers.

Customer Service 2 min read
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Powerful Call Center Agent Recognition
SQM's call center certification program is one of the most effective recognition practices for helping call center leaders motivate agents and…

Customer Service 4 min read
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How to Create a Customer Service-Centric Culture
Creating a customer service-centric culture requires leaders to align their people, processes, and technology practices to support their…

Customer Service 4 min read
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25 of the Best Customer Service Stories from Award Winning Agents
Learn from the best call center customer service stories and deliver a message in a way that engages employees, inspires them, and helps them…

Customer Service 3 min read
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Using Servant Leadership to Deliver Great Customer Service
Servant leadership is a leadership style and philosophy whereby individuals interact with others to achieve authority rather than power. These…

Customer Service 2 min read
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Agent Engagement Remains Low
Agent engagement remains low for the contact center industry and has been an Achilles heel for the 25 years SQM has measured it. Perhaps this is one…

Customer Service 3 min read
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Multi-Channel Customer Experience
Multi-channel CX continues to be poor for customers trying to resolve the same inquiry or problem.

Customer Service 6 min read
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Why Great Customer Service Matters
Customer service matters because when it's great, it helps retain customers, which can drive revenue growth and higher profitability. Discover the 10…

Customer Service 6 min read
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What to Train Agents on to Deliver Great Customer Service?
We have developed four training approaches and tips for what to train Agents on to deliver great customer service.

Customer Service 3 min read
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Intelligent Skill Based Routing
Behind the scenes of call assignment in a contact center, find information on selecting suitable agents and exclusive tips for new customer…

Customer Service 3 min read