SQM GroupWhat is QA in a Call Center, and Why is it Important?Quality assurance (QA) in a call center is no small affair. It’s the bedrock for ensuring every customer interaction meets a high standard…1d ago1d ago
SQM GroupTop 10 Ways to Improve CX in the Call CenterThe call center is your business’s frontline, where customers form first impressions, which usually become lasting impressions. With…6d ago6d ago
SQM GroupBest Practices for Call Center CX Analytics ReportingDelivering an exceptional customer experience (CX) isn’t just a goal — it’s a necessity. To achieve this, leveraging call center CX…Sep 10Sep 10
SQM GroupIs Workforce Engagement Management (WEM) the Key to Reducing Burnout in Call Center Agents?In the high-pressure environment of call centers, agent burnout and turnover are persistent challenges that can disrupt operations and…Sep 3Sep 3
SQM GroupWhat’s More Important for Your Call Center QA Program: Call Compliance Adherence or High CX…Call centers are the frontline of customer interactions, and the quality of these interactions can make or break a company’s reputation. QA…Aug 28Aug 28
SQM Group20 Habits for Agents to Improve Performance in the Call CenterA call center agent’s ability to manage customer interactions effectively can make or break a customer’s experience, directly impacting…Aug 20Aug 20
SQM GroupUsing AER Statements to Improve Csat — Call CenterAs a call center agent, it’s essential to know how to talk to customers in a way that makes customers feel comfortable and understood. One…Aug 13Aug 13
SQM GroupHow to Analyze the Voice of the Customer Using AIUnderstanding the Voice of the Customer (VoC) is crucial for businesses aiming to enhance customer satisfaction and loyalty. As call…Aug 6Aug 6
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…Jul 30Jul 30
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 —…Jul 26Jul 26