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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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Top 5 Operating Practices that Hinder Agents from Achieving First Call Resolution
Top 5 Operating Practices that Hinder Agents from Achieving First Call Resolution
Based on SQM's Agent Satisfaction with operating research study of 150 leading North American call centers, we have determined the top 5 operating…
Customer Service 4 min read
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Top 10 Customer Experience Metrics
Top 10 Customer Experience Metrics
SQM's Top 10 CX Metrics provide valuable insights on customers' experiences when using a contact channel or multiple contact channels to resolve an…
12 min read
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IVR Dilemma - Customer Containment vs. Customer Experience?
IVR Dilemma - Customer Containment vs. Customer Experience?
For call center leaders, the Interactive Voice Response (IVR) system creates a dilemma. On the one hand, they want the IVR system to focus on customer…
Customer Service 7 min read
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Do You Know How Many People A Caller Tells About Their Call Center Experience?
Do You Know How Many People A Caller Tells About Their Call Center Experience?
It is essential to know how many people callers tell about their experience because it indicates the customer service your call center delivers and an…
Customer Service 3 min read
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How to Create a Positive Emotional Connection with Customers using a Call Center
How to Create a Positive Emotional Connection with Customers using a Call Center
Emotional intelligence in a call center environment is about the Agent's ability to understand and create a positive emotional connection with…
Customer Service 4 min read
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Selecting Customer-Centric Agents
Selecting Customer-Centric Agents
Selecting Customer-Centric Agents to Improve First Call Resolution and Customer Service
Customer Service 5 min read
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Agent VoC Performance Management
Agent VoC Performance Management
Call Center Agent VoC Performance Management is the Number One Best Practice for Improving FCR and CX
8 min read
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Top 3 Agent Software Applications for Improving First Call Resolution and CX
Top 3 Agent Software Applications for Improving First Call Resolution and CX
Discover the three primary agent software applications essential for consistently delivering FCR, great CX, and achieving a significant return on a…
Customer Service 4 min read
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Expectations Using Different Contact Channels to Resolve Issues
Expectations Using Different Contact Channels to Resolve Issues
Today's connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use.
Customer Service 3 min read
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Using a Call Handling Motto with Muscle to Improve CX
Using a Call Handling Motto with Muscle to Improve CX
SQM considers having a vision, mission, motto with muscle statement, and key performance indicators specific to the call center to be a best practice…
4 min read
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Call Center Customer Service Moments of Truth that Matter
Call Center Customer Service Moments of Truth that Matter
The Moments of Truth that matter the most when calling a call center for customer service was developed based on SQM’s extensive research and…
3 min read
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Top 10 Contact Center Customer Service Metrics to Measure
Top 10 Contact Center Customer Service Metrics to Measure
SQM's Top 10 VoC Metrics provides valuable insights into customers' experiences using a contact channel or multiple contact channels to resolve an…
Customer Service 5 min read