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
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
1w ago
Many companies have shifted from traditional customer engagement methods to "omnichannel" customer service, but what exactly does that mean ..read more
SQM Group
3w 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
1M ago
High agent engagement leads to increased productivity, enhanced employee satisfaction, and notably lower turnover rates ..read more
SQM Group
1M ago
By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience ..read more
SQM Group
1M 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
1M ago
Coaching plans provide a framework that offers agents clarity, consistency, and opportunities to improve within their roles ..read more
SQM Group
2M 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
2M 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
SQM Group
2M ago
Despite its promising potential, gaining customer trust in AI is a considerable challenge that needs to be addressed ..read more