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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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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
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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
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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How to Boost Your Lowest Performers in the Call Center
How to Boost Your Lowest Performers in the Call Center
Discover how to transform call center underperformers into top assets through training, mentorship, and continuous feedback.
7 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