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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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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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What Is Call Center Artificial Intelligence?
Call center Artificial Intelligence enhances agent productivity by equipping agents with tools for faster and more effective decision-making.

Customer Service 8 min read
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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).
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Omnichannel Versus Multichannel Contact Centers
Multichannel and omnichannel contact centers make customer support more accessible and allow agents to improve CX by delivering more personalized…

Customer Service 8 min read
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How Does Body Language Affect Customer Service Over the Phone?
We discuss how and why body language can really influence the way a customer perceives their interaction with an agent over the phone.

Customer Service 7 min read
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Call Center Analytics: From Raw Data to Actionable Insights
Gain insights into your call center by analyzing trends in the data that would otherwise go unnoticed by the naked eye.

Customer Service 6 min read
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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
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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
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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
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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
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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
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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
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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