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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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Last Line of Defense: The Call Center
Last Line of Defense: The Call Center
With call centers being the last line of defense, customer service over the phone is more important now than ever before.
Customer Service 7 min read
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Customer Service Trends in the Call Center Industry
Customer Service Trends in the Call Center Industry
Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.
Customer Service 8 min read
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10 Tips for Building Customer Rapport in the Call Center
10 Tips for Building Customer Rapport in the Call Center
SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.
Customer Service 9 min read
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How to Keep Your Call Center Agents Motivated While Working from Home
How to Keep Your Call Center Agents Motivated While Working from Home
Working from home has its benefits, but it also brings challenges like distractions, isolation, work-life balance, and burnout for call center agents.
7 min read
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Probing Questions That Agents Can Ask Customers to Deliver a Great CX
Probing Questions That Agents Can Ask Customers to Deliver a Great CX
This blog will discuss techniques and examples of probing or open-ended questions that can be asked to improve customer service and customer…
Customer Service 7 min read
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Managing Customer Expectations In a Call Center
Managing Customer Expectations In a Call Center
Prevent your customers from leaving and doing business with your competitors by learning to manage customer expectations in your call center.
Customer Service 9 min read
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What Is Call Center Artificial Intelligence?
What Is Call Center Artificial Intelligence?
Call center Artificial Intelligence enhances agent productivity by equipping agents with tools for faster and more effective decision-making.
Customer Service 8 min read
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Call Center Quality Assurance Impacts for Customer Service KPIs
Call Center Quality Assurance Impacts for Customer Service KPIs
This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs).
10 min read
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Omnichannel Versus Multichannel Contact Centers
Omnichannel Versus Multichannel Contact Centers
Multichannel and omnichannel contact centers make customer support more accessible and allow agents to improve CX by delivering more personalized…
Customer Service 8 min read
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How Does Body Language Affect Customer Service Over the Phone?
How Does Body Language Affect Customer Service Over the Phone?
We discuss how and why body language can really influence the way a customer perceives their interaction with an agent over the phone.
Customer Service 7 min read
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Call Center Analytics: From Raw Data to Actionable Insights
Call Center Analytics: From Raw Data to Actionable Insights
Gain insights into your call center by analyzing trends in the data that would otherwise go unnoticed by the naked eye.
Customer Service 6 min read
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10 Easy Solutions to Reduce the Call Abandonment Rate
10 Easy Solutions to Reduce the Call Abandonment Rate
This blog will discuss some simple ways to make a difference in your call center without making any significant financial or time investments.
Customer Service 7 min read