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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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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
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Inbound vs. Outbound Call Centers
Inbound vs. Outbound Call Centers
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.
Customer Service 7 min read
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How to Offer a Genuine Apology as an Agent
How to Offer a Genuine Apology as an Agent
Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong…
6 min read
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Top 10 Ways to Improve CX in the Call Center
Top 10 Ways to Improve CX in the Call Center
Companies must prioritize enhancing CX to foster customer satisfaction and loyalty.
Customer Service 8 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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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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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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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
7 min read
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5 Tips for Improving Tone of Voice in the Call Center
5 Tips for Improving Tone of Voice in the Call Center
This blog delves into five simple yet effective tips for improving the tone of voice in call centers. It offers practical advice that agents can…
Customer Service 8 min read
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Top 10 Best Customer Service Greeting Phrases
Top 10 Best Customer Service Greeting Phrases
Discover the top 10 customer service greetings for call center agents to ensure a smooth and friendly experience from the start.
Customer Service 8 min read
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What Is Omnichannel Customer Service?
What Is Omnichannel Customer Service?
Many companies have shifted from traditional customer engagement methods to "omnichannel" customer service, but what exactly does that mean?
Customer Service 9 min read
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Tips for Effective Call Center Coaching Sessions
Tips for Effective Call Center Coaching Sessions
Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development.
8 min read