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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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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.
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
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).
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…
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.
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.
Call Center Quality Assurance (QA): 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…
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…