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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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12 Bad Habits for Call Center Supervisors
12 Bad Habits for Call Center Supervisors
Let's explore how bad habits can be overcome to unlock the full potential of your call center team.
Customer Service 8 min read
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Call Center: How to Triage Calls
Call Center: How to Triage Calls
Explore practical strategies to help you fine-tune your triage process.
Customer Service 7 min read
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What is Sentiment Arc Analysis?
What is Sentiment Arc Analysis?
A deeper insight that highlights how agents can play a crucial role in shaping the emotional direction of a call.
Customer Service 8 min read
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10 Best Assurance Statements to Reassure Your Customers
10 Best Assurance Statements to Reassure Your Customers
Equipping agents with the best assurance statements to help them navigate challenging conversations with confidence.
Customer Service 7 min read
Customer Service 8 min read
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Call Center Auto QA: Increase your ROI by Up To 600%
Call Center Auto QA: Increase your ROI by Up To 600%
Learn about an innovative approach that leverages advanced technology to streamline and automate the QA process.
Customer Service 8 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