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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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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.
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.
Efficiency vs Effectiveness: Using Quadrant Map Data Visualization to Measure Agent Performance
Learn how call center managers use quadrant map data visualizations to know if their agent's performance is at its peak for efficiency and…

Customer Service 9 min read
Customer Quality Assurance – Call Calibration: Comprehensive Guide
This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer…
What Are the Industry Standards For the Top Call Center KPIs?
This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs).

Customer Service 10 min read
Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips To Improve It
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet…
What Call Center Leaders Should Do to Lessen the Impact of an Economic Downturn
As most leaders know, treating the call center as a cost center hinders their ability to deliver great customer service.