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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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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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Using AER Statements to Improve Csat
Using AER Statements to Improve Csat
The AER method helps call center agents handle customer problems in a way that makes them feel heard and cared for.
Customer Service 7 min read
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Top 10 Ways to Improve CX in the Call Center
Top 10 Ways to Improve CX in the Call Center
Companies must prioritize enhancing CX to foster customer satisfaction and loyalty.
Customer Service 8 min read
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5 Tips for Improving Tone of Voice in the Call Center
5 Tips for Improving Tone of Voice in the Call Center
This blog delves into five simple yet effective tips for improving the tone of voice in call centers. It offers practical advice that agents can…
Customer Service 8 min read
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Top 10 Best Customer Service Greeting Phrases
Top 10 Best Customer Service Greeting Phrases
Discover the top 10 customer service greetings for call center agents to ensure a smooth and friendly experience from the start.
Customer Service 8 min read
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What Is Omnichannel Customer Service?
What Is Omnichannel Customer Service?
Many companies have shifted from traditional customer engagement methods to "omnichannel" customer service, but what exactly does that mean?
Customer Service 9 min read
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Tips for Effective Call Center Coaching Sessions
Tips for Effective Call Center Coaching Sessions
Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development.
8 min read
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How to Boost Your Lowest Performers in the Call Center
How to Boost Your Lowest Performers in the Call Center
Discover how to transform call center underperformers into top assets through training, mentorship, and continuous feedback.
7 min read
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5 Creative Ways to Boost Agent Engagement Through Gamification
5 Creative Ways to Boost Agent Engagement Through Gamification
High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates.
Customer Service 7 min read
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How Product Intelligence Improves CX
How Product Intelligence Improves CX
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.
Customer Service 7 min read
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5 Contact Center Trends to Keep an Eye on for 2024
5 Contact Center Trends to Keep an Eye on for 2024
In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience.
Customer Service 10 min read
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How to Create an Effective Coaching Plan From a Performance Audit
How to Create an Effective Coaching Plan From a Performance Audit
Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles.
Customer Service 8 min read
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What To Do if a Call Center Agent Gives Out the Wrong Information
What To Do if a Call Center Agent Gives Out the Wrong Information
Learn how to manage situations where call center agents provide incorrect information and protect your company's image and customer satisfaction.
Customer Service 8 min read