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…4d ago4d ago
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
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