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…1d ago1d ago
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
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