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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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Call Center Quality Assurance: Comprehensive Guide
Call Center Quality Assurance: Comprehensive Guide
Discover the definition, the difference between Manual and Auto QA, and the top 10 best practices of Call Center QA to ensure exceptional customer service in every interaction. This guide explores the essential role of QA in contact centers, focusing on how monitoring and evaluating customer interactions against set standards helps enhance service quality and improve customer satisfaction.
14 min read
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30 Inspirational Customer Service Quotes to Inspire Your Agents
30 Inspirational Customer Service Quotes to Inspire Your Agents
Positive affirmations and reminders can significantly impact an individual's mindset, enhancing performance and job satisfaction.
Customer Service 8 min read
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Sentiment Analysis: Will it Replace Customer Service Surveys?
Sentiment Analysis: Will it Replace Customer Service Surveys?
Explores the potential of sentiment analysis to revolutionize the way your business gathers feedback
Customer Service 7 min read
Customer Service 7 min read
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When Should Agents NOT Call Customers by Name?
When Should Agents NOT Call Customers by Name?
Explore when customer service agents should avoid using names.
Customer Service 8 min read
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7 Tips for Creating More Competent Agents
7 Tips for Creating More Competent Agents
7 actionable tips to boost the competency of your call center agents.
Customer Service 7 min read
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What is QA in a Call Center, and Why is it Important?
What is QA in a Call Center, and Why is it Important?
High-quality customer support is crucial in today's competitive marketplace.
Customer Service 7 min read
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Top 10 Ways to Improve CX in the Call Center
Top 10 Ways to Improve CX in the Call Center
Companies must prioritize enhancing CX to foster customer satisfaction and loyalty.
Customer Service 8 min read
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Best Practices for Call Center CX Analytics Reporting
Best Practices for Call Center CX Analytics Reporting
Delivering an exceptional customer experience isn't just a goal—it's a necessity.
Customer Service 8 min read
Customer Service 7 min read
Customer Service 7 min read
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20 Habits for Agents to Improve Performance in the Call Center
20 Habits for Agents to Improve Performance in the Call Center
Explore 20 essential habits that call center agents can integrate into their daily routines.
Customer Service 7 min read
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Using AER Statements to Improve Csat
Using AER Statements to Improve Csat
The AER method helps call center agents handle customer problems in a way that makes them feel heard and cared for.
Customer Service 7 min read