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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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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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Call Center Attrition Rate – Is It Now the Most Important KPI?
Call Center Attrition Rate – Is It Now the Most Important KPI?
As a result of the higher agent turnover, job burnout, absenteeism, and operating cost, you can argue that call center turnover is the most important…
15 min read
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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…
14 min read
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Call Center Burnout Rate Problem: Defining, Measuring, and Tips for Recovering From It
Call Center Burnout Rate Problem: Defining, Measuring, and Tips for Recovering From It
In this week's blog, we cover 7 tips to measure and recover from call center agent burnout, one of the call center industry’s biggest problems.
11 min read
8 min read
11 min read
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Customer Quality Assurance – Call Calibration: Comprehensive Guide
Customer Quality Assurance – Call Calibration: Comprehensive Guide
This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer…
8 min read
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Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips To Improve It
Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips To Improve It
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet…
8 min read
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How to Create a Customer Service QA Form – With a Scorecard Example
How to Create a Customer Service QA Form – With a Scorecard Example
We believe the customer service QA form we share can be helpful to call centers to create a customer service QA form to improve CX and call…
15 min read
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Five Empathy Statements for Achieving Great Csat
Five Empathy Statements for Achieving Great Csat
To ensure agents deliver customer empathy consistently, they need to be trained, coached, and monitored through their QA program and post-call…
12 min read
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Customer Rapport – the Key Ingredient for Agents Providing Great Csat
Customer Rapport – the Key Ingredient for Agents Providing Great Csat
Learn why building customer rapport is one of an agent's most essential skills to delivering great customer service.
10 min read
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Customer Feedback: Why It's Important & The 8 Best Ways to Collect It
Customer Feedback: Why It's Important & The 8 Best Ways to Collect It
Customer feedback is essential because it is a pillar for delivering excellent customer satisfaction and contributes to helping your company retain…
10 min read
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Top 25 Call Handling Word Choices and Phrases Agents Need to Use to Deliver Great Csat
Top 25 Call Handling Word Choices and Phrases Agents Need to Use to Deliver Great Csat
Not only do customer service scripts provide your agents with real-time support if they need it, but they are also excellent tools for training new…
5 min read