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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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Industry Standards for the 7 Essential Customer Service Metrics and How You Measure Up to Them
Industry Standards for the 7 Essential Customer Service Metrics and How You Measure Up to Them
Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to…
Customer Service 15 min read
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How to Create a Customer Service QA Form – With a Scorecard Example
How to Create a Customer Service QA Form – With a Scorecard Example
We believe the customer service QA form we share can be helpful to call centers to create a customer service QA form to improve CX and call…
15 min read
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Do You Really Understand the Main Reasons Why Customers Are Calling You?
Do You Really Understand the Main Reasons Why Customers Are Calling You?
Most call centers think they understand the main reasons customers are calling them but often fail to view it from a customer's point of view.
Customer Service 8 min read
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Abandoned Calls Rate: Comprehensive Guide
Abandoned Calls Rate: Comprehensive Guide
Measuring call center abandonment rate can help discover opportunities to improve related issues to workforce management, resource allocation, FCR,…
Customer Service 6 min read
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What is 360-Degree Feedback, and How Can You Use It With a Quality Assurance Program?
What is 360-Degree Feedback, and How Can You Use It With a Quality Assurance Program?
From a CSQA perspective, 360-Degree Feedback lets agents and supervisors get a fuller picture of a customer's experience interacting with a call…
14 min read
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Six Great Customer Service Recovery Strategies to Use After a Poor CX
Six Great Customer Service Recovery Strategies to Use After a Poor CX
This blog focuses on designing and implementing six great customer service recovery strategies to use after a poor customer experience.
Customer Service 10 min read
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Five Empathy Statements for Achieving Great Csat
Five Empathy Statements for Achieving Great Csat
To ensure agents deliver customer empathy consistently, they need to be trained, coached, and monitored through their QA program and post-call…
12 min read
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Customer Rapport – the Key Ingredient for Agents Providing Great Csat
Customer Rapport – the Key Ingredient for Agents Providing Great Csat
Learn why building customer rapport is one of an agent's most essential skills to delivering great customer service.
10 min read
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Customer Feedback: Why It's Important & The 8 Best Ways to Collect It
Customer Feedback: Why It's Important & The 8 Best Ways to Collect It
Customer feedback is essential because it is a pillar for delivering excellent customer satisfaction and contributes to helping your company retain…
10 min read
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Top 25 Call Handling Word Choices and Phrases Agents Need to Use to Deliver Great Csat
Top 25 Call Handling Word Choices and Phrases Agents Need to Use to Deliver Great Csat
Not only do customer service scripts provide your agents with real-time support if they need it, but they are also excellent tools for training new…
5 min read
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Top 10 Questions to Ask Customers Using a Post-Call Survey
Top 10 Questions to Ask Customers Using a Post-Call Survey
This blog is a comprehensive guide for conducting post-call surveys to measure, track, benchmark, and improve customer service.
12 min read
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Customer Service Infographic - Great Facts to Help Call Centers Improve CX
Customer Service Infographic - Great Facts to Help Call Centers Improve CX
There’s always room for improvement when it comes to CX best practices. SQM research shows that FCR is a driver for providing great customer service.
Customer Service 5 min read