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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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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.
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Agent Real-Time Financial Recognition
Real-time financial recognition operates on a simple yet powerful principle—acknowledging and rewarding positive behaviors exhibited by call center…

Customer Service 8 min read
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Acknowledgment Statements for Customer Service in a Call Center
The impact of a well-crafted acknowledgment statement can make a phenomenal difference in a customer's customer service experience.

Customer Service 7 min read
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How AI Can Help Measure and Improve Agent CX and Call Compliance
AI can help companies improve agent performance and enhance CX, accelerating the process by providing real-time actionable insights and feedback.

Customer Service 9 min read
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How to Handle Vulnerable Customers in the Call Center
Learn to support vulnerable customers effectively. Understand their unique needs and provide compassionate assistance for a better customer…

Customer Service 8 min read
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Last Line of Defense: The Call Center
With call centers being the last line of defense, customer service over the phone is more important now than ever before.

Customer Service 7 min read
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Customer Service Trends in the Call Center Industry
Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.

Customer Service 8 min read
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10 Tips for Building Customer Rapport in the Call Center
SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.

Customer Service 9 min read
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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
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How to Keep Your Call Center Agents Motivated While Working from Home
Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.
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Probing Questions That Agents Can Ask Customers to Deliver a Great CX
This blog will discuss techniques and examples of probing or open-ended questions that can be asked to improve customer service and customer…

Customer Service 7 min read
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Managing Customer Expectations In a Call Center
Prevent your customers from leaving and doing business with your competitors by learning to manage customer expectations in your call center.

Customer Service 9 min read