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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
Customer Service 7 min read
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When Should Agents NOT Call Customers by Name?
When Should Agents NOT Call Customers by Name?
Explore when customer service agents should avoid using names.
Customer Service 8 min read
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7 Tips for Creating More Competent Agents
7 Tips for Creating More Competent Agents
7 actionable tips to boost the competency of your call center agents.
Customer Service 7 min read
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What is QA in a Call Center, and Why is it Important?
What is QA in a Call Center, and Why is it Important?
High-quality customer support is crucial in today's competitive marketplace.
Customer Service 7 min read
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Best Practices for Call Center CX Analytics Reporting
Best Practices for Call Center CX Analytics Reporting
Delivering an exceptional customer experience isn't just a goal—it's a necessity.
Customer Service 8 min read
Customer Service 7 min read
Customer Service 7 min read
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20 Habits for Agents to Improve Performance in the Call Center
20 Habits for Agents to Improve Performance in the Call Center
Explore 20 essential habits that call center agents can integrate into their daily routines.
Customer Service 7 min read
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How to Analyze the Voice of the Customer Using AI
How to Analyze the Voice of the Customer Using AI
Understanding voice of the customer is vital for businesses because it provides insights that can drive improvements in products, services, and…
Customer Service 7 min read
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How to Train Agents on Consumer Behavior
How to Train Agents on Consumer Behavior
Understanding consumer behavior helps businesses create better products that meet the needs and preferences of their customers.
Customer Service 8 min read
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What is the Difference Between Hot Calls and Cold Calls?
What is the Difference Between Hot Calls and Cold Calls?
Mastering the art of both hot calls and cold calls can significantly enhance the overall customer service within a call center.
Customer Service 8 min read
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11 Things an Agent Should NOT Say to a Customer
11 Things an Agent Should NOT Say to a Customer
Knowing what to steer clear of is just as important as mastering the right things to say.
7 min read