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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
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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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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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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Agent Self-Training
Agent Self-Training
SQM's on-demand agent self-CX soft skills training empowers agents to take charge of their professional development.
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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Call Center: The Perceived Risks of Using AI to Improve CX
Call Center: The Perceived Risks of Using AI to Improve CX
AI is a significant player in call center customer experience but what are the perceived risks that customers and call center industry leaders are…
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
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Customer Service vs. Customer Experience
Customer Service vs. Customer Experience
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience…
Customer Service 7 min read
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10 Types of Customers And How Agents Can Support Them
10 Types of Customers And How Agents Can Support Them
Recognizing the various types of customers your business interacts with is a fundamental skill for creating effective customer support strategies.
Customer Service 6 min read
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Awkward Situations in the Call Center
Awkward Situations in the Call Center
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
Customer Service 8 min read