SQM Group | Customer Service Blog
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SQM is the best source for call center blogs on First Call Resolution, customer and employee experience research, and proven best practices for improving FCR, Csat, Esat, NPS, and cost.
SQM Group | Customer Service Blog
4d ago
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 implement immediately to enhance communication skills and customer experiences ..read more
SQM Group | Customer Service Blog
1M ago
Discover the top 10 customer service greetings for call center agents to ensure a smooth and friendly experience from the start ..read more
SQM Group | Customer Service Blog
1M ago
Many companies have shifted from traditional customer engagement methods to "omnichannel" customer service, but what exactly does that mean ..read more
SQM Group | Customer Service Blog
1M ago
Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development ..read more
SQM Group | Customer Service Blog
2M ago
High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates ..read more
SQM Group | Customer Service Blog
2M ago
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience ..read more
SQM Group | Customer Service Blog
2M ago
In 2024, several key advancements will transform business-customer connections, merging technology and the human touch to boost customer experience ..read more
SQM Group | Customer Service Blog
2M ago
Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles ..read more
SQM Group | Customer Service Blog
3M ago
Learn how to manage situations where call center agents provide incorrect information and protect your company's image and customer satisfaction ..read more
SQM Group | Customer Service Blog
3M ago
Unlock the power of recognizing customer service agents' achievements to boost morale, enhance engagement, and create a positive work environment for a satisfied team ..read more