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Customer Service Videos

SQM has developed a series of videos that focus on helping call centers improve their First Call Resolution, customer and employee experience, lower their operating costs, and improve their customer service. We have also showcased our mySQM™ Customer Service QA Software, our Virtual Award Ceremonies over the last couple of years, and client testimonials.

Client Testimonial Videos

Canadian Tire Bank

Holly Abbot, Associate Vice President Customer Support

VSP Vision

Joshua Dart, Director of Customer Experience

Security Health Plan

Ken Baur, Director of Member Experience

Alberta Blue Cross

Maria Stopainig, Director of Customer Service

Blue Cross and Blue Shield of Kansas City

Mindy Rubio, Director of Customer Service

Call Center Customer Service Videos

SQM focuses on helping call centers improve their First Call Resolution, customer and employee experience, lower their operating costs, and improve their customer service. Our videos are created to give an in-depth understanding of the metrics that matter the most to the call center industry. We have included:

To keep up with the work that SQM is doing, Sign-up for SQM’s latest research and best practice videos, blog posts, and whitepapers delivered weekly.

Featured Video

Customer Service Metrics Videos

mySQM™ Customer Service QA Software Videos

Virtual Call Center Awards Videos


Webinar: Establishing Goals to Improve Performance

Many managers can relate to the statement, “The metrics that Agents are held accountable to, improve.” With this in mind, it is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.

Webinar: Service Recovery At Its Best

An effective call escalation process can avoid many of the additional calls the contact center receives from customers whose issues are not resolved on the first call. At the same time, the contact center can improve overall customer experience (CX), reduce operational costs, and retain the organization’s customers.

Webinar: Recognition Changes Behavior

A best practice to improve Customer Experience (CX) performance is by recognizing CSR behavior and basing rewards on Voice of the Customer (VoC) survey results with a recognition program.

Webinar: Call Handling Behaviors That Work

At the heart of world class customer experience is the way in which CSRs handle calls. Contact center managers know that CSRs must have the necessary product, service, and technology knowledge, but just as important is their ability to handle calls to ensure call resolution and provide world class customer experience.

Webinar: Survey Methodology Best Practices

Organizations conducting post-contact surveys to understand customer experience (CX) are more likely to improve CX than organizations using only internal metrics. A best practice for gathering feedback about a customers’ experience when resolving an inquiry or problem is through the survey process.

Webinar: Customer Quality Assurance: Why it works

CQA is one of the best practices for improving customer experience performance. Very few other initiatives have provided such performance improvement increases.