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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.

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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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How Post-Call Surveys Can Be Automated With AI to Reduce Costs and Provide Better Insights
How Post-Call Surveys Can Be Automated With AI to Reduce Costs and Provide Better Insights
AI can be applied in various ways to automate post-call surveys and integrate with call center Quality Assurance (QA) processes.
Quality Assurance 6 min read
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How to Keep Your Call Center Agents Motivated While Working from Home
How to Keep Your Call Center Agents Motivated While Working from Home
Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.
7 min read
15 min read
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Probing Questions That Agents Can Ask Customers to Deliver a Great CX
Probing Questions That Agents Can Ask Customers to Deliver a Great CX
This blog will discuss techniques and examples of probing or open-ended questions that can be asked to improve customer service and customer…
Customer Service 7 min read
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Managing Customer Expectations In a Call Center
Managing Customer Expectations In a Call Center
Prevent your customers from leaving and doing business with your competitors by learning to manage customer expectations in your call center.
Customer Service 9 min read
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What Is Call Center Artificial Intelligence?
What Is Call Center Artificial Intelligence?
Call center Artificial Intelligence enhances agent productivity by equipping agents with tools for faster and more effective decision-making.
Customer Service 8 min read
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Call Center Quality Assurance Impacts for Customer Service KPIs
Call Center Quality Assurance Impacts for Customer Service KPIs
This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).
10 min read
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Omnichannel Versus Multichannel Contact Centers
Omnichannel Versus Multichannel Contact Centers
Multichannel and omnichannel contact centers make customer support more accessible and allow agents to improve CX by delivering more personalized…
Customer Service 8 min read
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How Does Body Language Affect Customer Service Over the Phone?
How Does Body Language Affect Customer Service Over the Phone?
We discuss how and why body language can really influence the way a customer perceives their interaction with an agent over the phone.
Customer Service 7 min read
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Call Center Analytics: From Raw Data to Actionable Insights
Call Center Analytics: From Raw Data to Actionable Insights
Gain insights into your call center by analyzing trends in the data that would otherwise go unnoticed by the naked eye.
Customer Service 6 min read
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10 Easy Solutions to Reduce the Call Abandonment Rate
10 Easy Solutions to Reduce the Call Abandonment Rate
This blog will discuss some simple ways to make a difference in your call center without making any significant financial or time investments.
Customer Service 7 min read
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How to Handle Angry and Abusive Customers
How to Handle Angry and Abusive Customers
Having adequate procedures in place on how to handle angry and abusive customers is essential to preventing high stress and job burnout for call…
Customer Service 7 min read