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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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.
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…
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.

Quality Assurance 8 min read
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…
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…
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…
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.
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 Steps for Improving Call Center Supervisor Effectiveness
The success of your call center customer service depends on your supervisor's agent coaching effectiveness for improving and sustaining high FCR and…
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.
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…
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…