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

#
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Did you know that 83% of agents do not feel their quality assurance program helps them improve customer satisfaction, and 7 out of 10 companies believe their QA program is broken for monitoring and improving call quality service?
9 min read
#
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Did you know that 83% of agents do not feel their quality assurance program helps them improve customer satisfaction, and 7 out of 10 companies…
9 min read
#
Why are Contact Centers the Best Place to Introduce AI to Your Company?
Why are Contact Centers the Best Place to Introduce AI to Your Company?
Contact centers, which manage a company’s interactions with customers, present a unique opportunity for AI to shine.
Customer Service 8 min read
#
Tips for Agents to Create a More Memorable CX
Tips for Agents to Create a More Memorable CX
How can you make each call center interaction a memorable experience?
Customer Service 8 min read
#
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
#
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
#
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
#
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
#
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
#
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
#
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