SQM Group logo

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.

Sign-up by keeping up with SQM’s latest research and best practice blog posts and whitepapers delivered weekly.

Search Blog Posts

Quickly find a call center blog post that can help you improve First Call Resolution, and customer and employee experiences. 

Editor's Pick

#
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
#
10 Easy Solutions to Reduce the Call Abandonment Rate
10 Easy Solutions to Reduce the Call Abandonment Rate
This blog will discuss some simple ways to make a difference in your call center without making any significant financial or time investments.
Customer Service 7 min read
#
How to Handle Angry and Abusive Customers
How to Handle Angry and Abusive Customers
Having adequate procedures in place on how to handle angry and abusive customers is essential to preventing high stress and job burnout for call…
Customer Service 7 min read
#
Top 10 Tips for Engaging Work-from-Home Call Center Agents
Top 10 Tips for Engaging Work-from-Home Call Center Agents
Engaging work-from-home call center agents is crucial for their productivity, motivation, and overall job satisfaction.
Customer Service 5 min read
#
Celebrating Success: Recognizing Call Center Agents for Outstanding Customer Service
Celebrating Success: Recognizing Call Center Agents for Outstanding Customer Service
It is crucial to recognize call center agents when they are delivering outstanding customer service to prevent high turnover and improve customer…
Customer Service 7 min read
#
Agent Engagement: A Comprehensive Guide
Agent Engagement: A Comprehensive Guide
Engaged agents are involved, motivated, committed to their work, and care about resolving customer interactions and retaining customers.
Customer Service 5 min read
#
The Storytelling Coach: How Call Center Supervisor Storytellers Coach Agents to Improve Customer Service Delivery
The Storytelling Coach: How Call Center Supervisor Storytellers Coach Agents to Improve Customer Service Delivery
Supervisor storytelling coaching focuses on helping supervisors and managers improve their storytelling skills to assist them in coaching call center…
Customer Service 5 min read
#
Call Center Performance Management – The Top 10 Tips to Make Agents More Effective and Efficient
Call Center Performance Management – The Top 10 Tips to Make Agents More Effective and Efficient
Optimize agent efficiency and effectiveness in delivering cost-effective customer service with Call Center Performance Management.
Customer Service 8 min read
#
Using Persona Profiles to Personalize Customer Interactions
Using Persona Profiles to Personalize Customer Interactions
Leverage persona profiles to optimize customer interactions, tailoring them to match various customer segment preferences, needs, and characteristics.
Customer Service 6 min read
#
Using Emotional Intelligence in Call Center Interactions Can Significantly Improve Customer Service
Using Emotional Intelligence in Call Center Interactions Can Significantly Improve Customer Service
We provide insights into what EI is, how to determine your IE, and how to use EI in call center interactions to improve customer service and…
Customer Service 5 min read
#
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…
5 min read
#
Cost Per Call: A More Insightful Way to Calculate CPC?
Cost Per Call: A More Insightful Way to Calculate CPC?
The Cost Per Call is an essential metric for measuring the cost of handling a single call and indicates how efficient and effective your call center…
Customer Service 3 min read
#
Personalized Customer Experience: 10 Tips for Positive Memorable Call Center Experience
Personalized Customer Experience: 10 Tips for Positive Memorable Call Center Experience
In this blog, we discuss the benefits of personalized customer experience and explore 10 personalization tips to help resolve issues on the first…
Customer Service 11 min read