SQM Group logo

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.

Sign-up by keeping up with SQM’s latest research and best practice blog posts and whitepapers delivered weekly.

Search Blog Posts

Quickly find a call center blog post that can help you improve First Call Resolution, and customer and employee experiences. 

Editor's Pick

#
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
#
Benefits of Agent Self-Service in Workforce Management
Benefits of Agent Self-Service in Workforce Management
Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or…
Customer Service 7 min read
#
Best Practices for an Agent to Handle Silence on a Call
Best Practices for an Agent to Handle Silence on a Call
Good communication is the lifeline of any call center and silence on a call can drastically affect the customer's experience.
Customer Service 7 min read
#
Understanding the Difference: CQA Score, QA Score Card, and Dashboard in a Call Center
Understanding the Difference: CQA Score, QA Score Card, and Dashboard in a Call Center
This blog will compare these three tools and demonstrate how each contributes to optimizing performance and elevating overall efficiency.
10 min read
#
How Sentiment Analysis Can Improve Customer Experience
How Sentiment Analysis Can Improve Customer Experience
Sentiment analysis is pivotal in elevating customer experience by providing real-time insights into customer emotions.
9 min read
#
Top 5 Best Practices for Improving Call Center Customer Service
Top 5 Best Practices for Improving Call Center Customer Service
This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of…
Customer Service 8 min read
#
Agent Real-Time Financial Recognition
Agent Real-Time Financial Recognition
Real-time financial recognition operates on a simple yet powerful principle—acknowledging and rewarding positive behaviors exhibited by call center…
Customer Service 8 min read
#
Acknowledgment Statements for Customer Service in a Call Center
Acknowledgment Statements for Customer Service in a Call Center
The impact of a well-crafted acknowledgment statement can make a phenomenal difference in a customer's customer service experience.
Customer Service 7 min read
#
How AI Can Help Measure and Improve Agent CX and Call Compliance
How AI Can Help Measure and Improve Agent CX and Call Compliance
AI can help companies improve agent performance and enhance CX, accelerating the process by providing real-time actionable insights and feedback.
Customer Service 9 min read
#
How to Handle Vulnerable Customers in the Call Center
How to Handle Vulnerable Customers in the Call Center
Learn to support vulnerable customers effectively. Understand their unique needs and provide compassionate assistance for a better customer…
Customer Service 8 min read
#
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
#
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
#
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