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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.
Agent Csat Certification Recognition
The most effective recognition initiative for helping call centers improve or maintain their First Call Resolution and Customer Satisfaction…

Customer Service 3 min read
5 Popular Metrics to Benchmark Your Call Center
If the primary goal is to improve customer service aIf the primary goal is to improve customer service and reduce operating costs then it is no…
Callers Put on Hold are an Indicator for Lower Csat
Putting callers on hold and the hold time is necessary to monitor because putting callers on hold frequently or for a long time creates poor customer…
The Power of Standard Operating Procedures to Deliver Customer Service
Standard operating procedures aim to achieve efficiency, quality output, and performance uniformity while reducing miscommunication and failure to…
Identifying the Moments of Truth that Matter the Most for a Touchpoint
Given the significant number of customers who use a call center as their primary touchpoint, it is essential to understand its moments of truth…

Customer Service 2 min read
Agent Call Handling Training Guide
We have developed a guide that will answer the top five agent call handling training and related questions. Discover this guide now.
Call Center Structure
Call center agent structure plays a vital role in delivering great customer service and high First Call Resolution. Discover the difference between an…

Customer Service 3 min read
VoC Agent Coaching Model that has a Proven Track Record for Improving Customer Satisfaction
Given that most call center Csat improvement comes from agents with high Csat performance versus agents with average or below Csat performance level,…
Improving Csat Using Supervisor Coaching Time Allocation
Deciding which agents a supervisor spends most of their time coaching will play a significant role in the call center’s overall Csat. Discover the…
Call Center Customer Satisfaction: A Comprehensive Guide
We have developed a comprehensive guide for defining, measuring, tracking, benchmarking, and improving customer satisfaction to deliver great call…
Tips for Removing Deflators that Hinder Delivering Great Customer Service
Deflators can be very damaging to the call center and organization. Unfortunately, SQM's experience is that most call centers have not removed…

Customer Service 3 min read
Top 5 Misconceptions About Call Center Customer Satisfaction
SQM's opinion of the top five misconceptions about call center customer satisfaction is based on over 25 years of customer service benchmarking and…

Customer Service 6 min read