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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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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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Talent Capabilities for Delivering Great Customer Service and World-Class FCR
Many world-class First Call Resolution performing contact centers do talent capability assessments from the agent to the SVP level. Learn more about…
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Call Routing to Get the Customer to the Right Agent
Call routing is getting the customer to the proper agent rather than the next available one. Uncover the best practices to improve customer service.

Customer Service 3 min read
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Agent Career Development
The essence of an effective agent career development program is to have a formalized plan to achieve alignment between an agent's career aspirations…

Customer Service 3 min read
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Agents Accountable to Call Resolution Index
Combining internal and external call resolution measurement is a best practice for holding agents accountable for their customer service performance.…

Customer Service 2 min read
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Csat Drops for Each Additional Touchpoint Used
Improving Csat for customers using multiple touchpoints to resolve the same inquiry or problem will be one of the most significant improvement…

Customer Service 4 min read
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Agent Csat Certification Recognition
The most effective recognition initiative for helping call centers improve or maintain their First Call Resolution and Customer Satisfaction…

Customer Service 3 min read
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5 Popular Metrics to Benchmark Your Call Center
If the primary goal is to improve customer service aIf the primary goal is to improve customer service and reduce operating costs then it is no…
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Callers Put on Hold are an Indicator for Lower Csat
Putting callers on hold and the hold time is necessary to monitor because putting callers on hold frequently or for a long time creates poor 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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Identifying the Moments of Truth that Matter the Most for a Touchpoint
Given the significant number of customers who use a call center as their primary touchpoint, it is essential to understand its moments of truth…

Customer Service 2 min read
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Agent Call Handling Training Guide
We have developed a guide that will answer the top five agent call handling training and related questions. Discover this guide now.