SQM Group

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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Agent Self-Coaching: How Agents Can Coach Themselves to Achieve World-Class QA and Csat Scores
Agent Self-Coaching: How Agents Can Coach Themselves to Achieve World-Class QA and Csat Scores
Agent self-coaching creates ownership for improving agent performance. The more agents turn to themselves for the answers, the more self-confident…
Quality Assurance 5 min read
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Call Center Quality Assurance Tips – To Improve QA Scores & Csat
Call Center Quality Assurance Tips – To Improve QA Scores & Csat
We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.
13 min read
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Call Center Dashboard – Reporting & Actioning to Improve Performance
Call Center Dashboard – Reporting & Actioning to Improve Performance
Call center dashboards that provide the most insights to include customer service QA in real-time and historical data.
11 min read
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Call Center Quality Assurance: Comprehensive Guide
Call Center Quality Assurance: 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…
14 min read
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Customer Quality Assurance – Call Calibration: Comprehensive Guide
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…
8 min read
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Top 10 Qualities of the Best Customer Service QA Performing Call Center Agents
Top 10 Qualities of the Best Customer Service QA Performing Call Center Agents
Here are the top 10 qualities that make for a successful call center agent to provide great customer service quality assurance.
12 min read
Quality Assurance 8 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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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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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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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