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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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Knowledge Management for Higher FCR
Knowledge Management for Higher FCR
Knowledge MaKnowledge Management makes it easier for call center agents to find and use relevant content to help resolve customer interactions on the…
First Call Resolution 6 min read
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Best Call Center In North America for An Agent to Work At
Best Call Center In North America for An Agent to Work At
It is SQM’s view that the best call center in North America for an agent to work at for the last 10 years continues to be Canadian Tire Bank. Discover…
Customer Service 2 min read
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Call Center Root Causes for Not Achieving First Call Resolution
Call Center Root Causes for Not Achieving First Call Resolution
SQM research identifies the root causes for the top five repeat call reasons that hinder delivering great customers service and First Call Resolution.…
First Call Resolution 2 min read
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VoC Agent STAR Coaching
VoC Agent STAR Coaching
SQM has developed a post-call surveying Voice of Customer feedback approach for agent STAR coaching that can be used for a single call or a monthly…
8 min read
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Contacting Dissatisfied Customers
Contacting Dissatisfied Customers
Proactively contacting dissatisfied customers to provide great service recovery is a best practice that should be done for any touchpoint a customer…
Customer Service 3 min read
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Call Centers are the Last Line of Defense for Stopping Customers from Defecting
Call Centers are the Last Line of Defense for Stopping Customers from Defecting
When a call is unresolved, customers are five times more prone to defection than if they experienced FCR. This is because call centers are the last…
Customer Service 2 min read
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Top 5 Call Center Agent Performance Metrics
Top 5 Call Center Agent Performance Metrics
Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and…
6 min read
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The Impact of High WFH Agent Turnover and What to Do About it?
The Impact of High WFH Agent Turnover and What to Do About it?
2021 had the highest agent turnover rate that SQM has seen in over 25 years. SQM Group has developed a work from home agent recognition solution to…
Customer Service 4 min read
First Call Resolution 3 min read
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IVR Self-Service Touchpoint
IVR Self-Service Touchpoint
For the IVR self-service touchpoint to successfully resolve an interaction, call centers need to determine the appropriate call types this touchpoint…
Customer Service 4 min read
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Customer Experience Touchpoints Strategy
Customer Experience Touchpoints Strategy
SQM Group’s research reveals that 71% of contact center senior executives strongly agree that improving a contact center’s customer experience is just…
Customer Service 4 min read
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Agent Chat Touchpoint Service Delivery Best Practices
Agent Chat Touchpoint Service Delivery Best Practices
The chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service…
Customer Service 6 min read