SQM Group - Call Center QA Specialist

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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Post-Call CSat Prediction QA Model: A Game-Changer for QA
Post-Call CSat Prediction QA Model: A Game-Changer for QA
Customer Satisfaction (CSat) has always been the most popular metric for call centers and is considered the primary indicator of call quality service. Discover how to predict CSat with up to 95% match to survey-based ratings.
9 min read
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Call Center Voice of the Customer (VoC)
Call Center Voice of the Customer (VoC)
VoC programs provide call centers with insights to understand what is important to customers and how effective they were in delivering their service.
Customer Service 6 min read
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How Has Working from Home Impacted FCR and Agent Experience?
How Has Working from Home Impacted FCR and Agent Experience?
Our 2020 call center research shows that 82% of Agents currently Work From Home versus 2019, where less than 20% of Agents worked from home.
Customer Service 5 min read
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FCR Measurement to Improve CX and Reduce Cost
FCR Measurement to Improve CX and Reduce Cost
Understand your FCR rate, identify repeat call reasons, and determine the root causes to help you develop a plan to action and improve your FCR rate.
7 min read
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Persona Communication Styles
Persona Communication Styles
SQM has developed ground-breaking research on how CSRs in Call Centers can adapt their communication styles to match their customer’s style leading to…
6 min read
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Who Really Drives FCR in Your Contact Center or Organization?
Who Really Drives FCR in Your Contact Center or Organization?
With customer expectations becoming increasingly complex and the importance of service delivery for increasing revenue and reducing costs,…
Customer Service 7 min read
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CSR of the Year 2018 – An Interview with Robert Mills
CSR of the Year 2018 – An Interview with Robert Mills
In this interview, meet Robert Mills from Horizon BCBSNJ, SQM’s 2018 CSR of the Year. Learn about his passion for customer experience and read the…
Customer Service 7 min read
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Establishing Goals for Improving Performance
Establishing Goals for Improving Performance
It is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.
Customer Service 3 min read
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Escalations: Service Recovery At Its Best
Escalations: Service Recovery At Its Best
Effective complaint handling for the call center industry has been a long-term Achilles' heel. Therefore, it represents an excellent opportunity to…
Customer Service 6 min read
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Recognition Changes Behavior
Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX.
Customer Service 4 min read
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Follow the CX Leader
Follow the CX Leader
In this article I will introduce you to one of those great leaders, Ken Baur, to discuss customer experience and what advice he has for other…
Customer Service 7 min read
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CX Journey Mapping Using Contact Channel Touchpoints
CX Journey Mapping Using Contact Channel Touchpoints
The essence of the CX journey mapping process is that it allows you to walk in the customer's shoes as they interact with your organization through…
9 min read
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The Best Kept Secret - SQM's CSR of the Year
The Best Kept Secret - SQM's CSR of the Year
We announce the top 25 finalists for this award as everyone realizes the impact this award can have on that one extraordinary individual.
Customer Service 8 min read