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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
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.
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Consistency is the Key to Delivering Great Call Center CX
From a call center perspective, consistency means that customers always experience great service when they interact with an agent to resolve their…

Customer Service 9 min read
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Customer Satisfaction is Still the Most Popular Call Center CX Metric We Have! Here's Why...
The Csat metric is popular because it is broadly understood, researched, easy to communicate to stakeholders, and is best at quantifying customer…

Customer Service 6 min read
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15 Questions to Ask Potential Vendors to Help Choose the Best Customer Service QA Software Fit
Deciding on the best fit for customer service and quality assurance (QA) software can be complicated if you do not know the right questions to ask…

Customer Service 10 min read
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Top 10 Customer Satisfaction Skills That Agents Must Have
Why are Agent Csat Skills Essential to Deliver Great CX? When Csat improves, the source for the improvement is the customer satisfaction skills of…
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When a Customer Has a Poor Experience Using a Call Center
Many managers are surprised to discover that such a high number of customers would describe their contact reason as a complaint call.

Customer Service 3 min read
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Learn From The Best Performing Call Centers
Do you know who the best FCR, Esat, and Csat performers are in your company and inside or outside your industry?

Customer Service 4 min read
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Customer Survey Agent Coaching
Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service.
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15 Proven Call Center Best Practices
SQM Group has developed a comprehensive guide to 15 proven call center best practices to deliver great customer service.
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The 5 Pros and Cons of Agents Asking Customers if They Resolved Issues
Many call center end of call practices have agents ask customers, “Is there anything else I can do for you?” We have identified the pros and cons of…
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Best Call Center In North America for An Agent to Work At
It is SQM’s view that the best call center in North America for an agent to work at for the last 10 years continues to be Canadian Tire Bank. Discover…

Customer Service 2 min read
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VoC Agent STAR Coaching
SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly…
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Contacting Dissatisfied Customers
Proactively contacting dissatisfied customers to provide great service recovery is a best practice that should be done for any touchpoint a customer…

Customer Service 3 min read