SQM Group logo

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.

Sign-up by keeping up with SQM’s latest research and best practice blog posts and whitepapers delivered weekly.

Search Blog Posts

Quickly find a call center blog post that can help you improve First Call Resolution, and customer and employee experiences. 

Editor's Pick

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.
Using Persona Profiles to Personalize Customer Interactions
Leverage persona profiles to optimize customer interactions, tailoring them to match various customer segment preferences, needs, and characteristics.

Customer Service 6 min read
Using Emotional Intelligence in Call Center Interactions Can Significantly Improve Customer Service
We provide insights into what EI is, how to determine your IE, and how to use EI in call center interactions to improve customer service and…

Customer Service 5 min read
Cost Per Call: A More Insightful Way to Calculate CPC?
The Cost Per Call is an essential metric for measuring the cost of handling a single call and indicates how efficient and effective your call center…

Customer Service 3 min read
Personalized Customer Experience: 10 Tips for Positive Memorable Call Center Experience
In this blog, we discuss the benefits of personalized customer experience and explore 10 personalization tips to help resolve issues on the first…

Customer Service 11 min read
Call Center Scorecard: How to Create It for Meeting Business and Customer Expectations
We explain what a call center scorecard is, its importance, and how to create a call center scorecard for meeting business and customer expectations.

Customer Service 10 min read
Call Center Technology Trends That Will Impact Customer Service
Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.

Customer Service 9 min read
Call Center Dashboard – Reporting & Actioning to Improve Performance
Call center dashboards that provide the most insights to include customer service QA in real-time and historical data.
Call Center Attrition Rate – Is It Now the Most Important KPI?
As a result of the higher agent turnover, job burnout, absenteeism, and operating cost, you can argue that call center turnover is the most important…
What Is An Acceptable Average Wait Time for Customer Service?
This blog will discuss an acceptable wait time for customers to reach an agent when calling a call center.

Customer Service 9 min read
What is a Service Culture?
If the call center's primary focus is reducing costs and not providing great customer service, creating a service culture will be an uphill battle.

Customer Service 13 min read
Call Center Quality Assurance (QA): Comprehensive Guide
If Customer Quality Assurnace (CQA) is properly implemented, a call center can expect up to a 10% improvement in FCR. Discover why customer quality…
Call Center Burnout Rate Problem: Defining, Measuring, and Tips for Recovering From It
In this week's blog, we cover 7 tips to measure and recover from call center agent burnout, one of the call center industry’s biggest problems.