SQM GroupHow to Train Agents on Consumer BehaviorWhen agents are trained specifically on how consumer behavior impacts interactions, they can better anticipate needs and customize their…1d ago1d ago
SQM GroupAgent Self-Training — How Agents Can Train Themselves to Deliver World-Class CXThe ability of call center agents to deliver exceptional customer experiences (CX) hinges on their mastery of soft skills. These skills —…5d ago5d ago
SQM GroupWhat is the Difference Between Hot Calls and Cold Calls?The terms “hot calls” and “cold calls” frequently arise in discussions around sales strategies and customer engagement practices. A hot…Jul 16Jul 16
SQM GroupCall Center: The Perceived Risks of Using AI to Improve CXAI is intended to streamline processes, reduce human error, and enhance the overall CX. However, the rapid adoption of this technology…Jul 11Jul 11
SQM Group11 Things an Agent Should NOT Say to a CustomerWelcome to the ultimate guide on what not to say if you want to avoid sending your customers into a frustration-fueled frenzy. Knowing what…Jul 4Jul 4
SQM GroupCustomer Service vs Customer ExperienceThe terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer…Jun 25Jun 25
SQM GroupHow to Offer a Genuine Apology as an AgentEffective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things…May 16May 16
SQM GroupUsing Emotional Intelligence in Call Center Interactions Can Significantly Improve Customer ServiceIn recent years, there has been a pivot towards emphasizing Emotional Intelligence (EI) in call center interactions. This blog explores how…May 10May 10