SQM Group
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Your source for call center blog posts on First Call Resolution, customer service and employee experience research, and proven best practices for improving performance. SQM Group is a leading North American customer experience First Call Resolution software, research, and call center awards company and has been the market leader for the call center industry.
SQM Group
1w ago
Mastering the art of both hot calls and cold calls can significantly enhance the overall customer service within a call center ..read more
SQM Group
2w ago
AI is a significant player in call center customer experience but what are the perceived risks that customers and call center industry leaders are wary of ..read more
SQM Group
1M ago
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different ..read more
SQM Group
1M ago
Recognizing the various types of customers your business interacts with is a fundamental skill for creating effective customer support strategies ..read more
SQM Group
1M ago
Recognizing the various types of customers your business interacts with is a fundamental skill for creating effective customer support strategies ..read more
SQM Group
1M ago
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone ..read more
SQM Group
2M ago
Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong plays a crucial role in managing customer relationships and upholding the company's reputation ..read more
SQM Group
2M ago
This blog explores how integrating emotional intelligence in the call center can have a tangible impact on overall service quality ..read more
SQM Group
3M 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
4M ago
Discover the top 10 customer service greetings for call center agents to ensure a smooth and friendly experience from the start ..read more