SQM GroupCustomer Service vs Customer ExperienceThe terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer…2d ago2d ago
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
SQM Group5 Tips for Improving Tone of Voice in the Call CenterIn the call center industry, we focus so much on what we say to customers. We write scripts, teach language best practices, and memorize…Apr 18Apr 18
SQM GroupHow to Boost Your Lowest Performers in the Call CenterUplifting your call center’s lowest performers can often seem particularly daunting. However, it’s vital to understand that these agents…Apr 12Apr 12
SQM GroupTop 10 Best Customer Service Greeting PhrasesAs the saying goes, “First impressions are lasting impressions.” This saying rings true, especially in customer service, because the…Mar 19Mar 19
SQM GroupWhat Is Omnichannel Customer Service?Many companies have shifted from traditional customer engagement methods to “omnichannel” customer service, but what exactly does that…Mar 14Mar 14
SQM GroupTips for Effective Call Center Coaching SessionsCoaching isn’t just about identifying areas for improvement; it’s about cultivating a culture of continuous learning and development. To…Mar 5Mar 5
