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
6d ago
This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer service ..read more
SQM Group
3w ago
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet quitting ..read more
SQM Group
1M ago
As most leaders know, treating the call center as a cost center hinders their ability to deliver great customer service ..read more
SQM Group
1M ago
We share our Top 10 most popular blogs in 2022 that can help your call center improve customer service QA performance in 2023 ..read more
SQM Group
1M ago
Here are the top 10 qualities that make for a successful call center agent to provide great customer service quality assurance ..read more
Call Center Agent Performance Dashboard – Track, Benchmark, and Improve Customer Service QA Delivery
SQM Group
1M ago
A call center dashboard provides comprehensive and customizable data visualization reporting from the agent to the call center level ..read more
SQM Group
2M ago
Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to them ..read more
SQM Group
2M ago
We believe the customer service QA form we share can be helpful to call centers to create a customer service QA form to improve CX and call compliance ..read more
SQM Group
2M ago
Measuring call center abandonment rate can help discover opportunities to improve related issues to workforce management, resource allocation, FCR, and Csat ..read more
SQM Group
3M ago
From a CSQA perspective, 360-Degree Feedback lets agents and supervisors get a fuller picture of a customer's experience interacting with a call center ..read more