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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.
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…
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.
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…
Top 6 Call Handling Best Practices
One of the quickest ways to improve FCR is to improve Agent call handling practices. We have developed the Top 6 Call Handling Best Practices that…
6 of the Best Agent Customer Service Coaching Stories
Customer service storytelling is a communication and supervisor coaching practice used with all agents to improve customer service performance.