SQM Group Inc.

This week, we focus on Why Predictive CSAT Is Becoming a Must-Have for Modern Contact Centers In this blog, we break down what Predictive CSAT is, why it’s gaining momentum, and how it helps leaders make smarter, more proactive decisions. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/g2z8c2TH

This week, we focus on 10 Best Practices High-Performing Contact Centers Follow in 2026 In this blog, SQM Group brings together what we consistently see across our research and content: how leading contact centers approach performance, quality, and customer experience in a more connected and intentional way. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gtqyGuzf

This week, we focus on the 7 Hidden Costs of Repeat Contacts in the Call Center In this blog, we break down the hidden costs of repeat contacts in the call center—the ripple effects that build up when issues aren’t fully resolved the first time and customers have to reach out again. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gzaHf6it

This week, we focus on How to Turn Call Center Dashboards into Real-Time Performance Insights This blog explores how contact centers can move beyond static reporting and use dashboards to support better decisions while work is happening. We’ll look at why traditional dashboards fall short, how real-time views change day-to-day management, how Auto QA and predictive CSAT add context, and how leading organizations use this approach to improve Quality Assurance (QA), Customer Satisfaction (CSAT), and First Call Resolution (FCR). If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gGEy5u-M

This week, we focus on How Modern Contact Centers Are Streamlining After-Call Work With AI Rather than relying solely on manual note-taking and rushed follow-ups, many contact centers are now turning to AI to simplify after-call work. By reducing administrative effort and improving consistency, AI is helping teams rethink how work gets done after the call ends — and why it matters. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gUQZRS6t

This week, we focus on Why CCaaS Is Now the Backbone of Modern Contact Center Operations In this blog, we explore why contact centers are leaving legacy systems behind, how CCaaS enables better QA and CX results, and why businesses that adopt CCaaS now gain a competitive advantage that others will struggle to catch up to. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/g3ixViDP

This week, we focus on The Auto QA Benchmark: How Your Contact Center Really Compares In this blog, we’ll explore what the Auto QA Benchmark measures, why its accuracy matters, how benchmarking changes performance management, and how contact centers use these insights to drive measurable improvements in CSAT, QA, and First Call Resolution (FCR). If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gYgzrd8u

This week, we focus on How to Turn the Voice of the Customer Into a Competitive Advantage The Voice of the Customer (VoC) has become one of the most powerful tools in the modern contact center. Customers share exactly what worked, what didn’t, and what they expected instead. But while most organizations collect feedback, far fewer use it in a way that creates meaningful change. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gRfwj7jR

This week, we focus on how to Skill-Up or Fall Behind: The New Agent Toolkit for 2025 and Beyond The role of a contact center agent is changing faster than ever. Customers expect quick answers, clear communication, and support that feels personal—not scripted. To meet these expectations, today’s agents need a toolkit that goes far beyond memorizing procedures. They must communicate well, handle multiple technologies with ease, adapt to new situations, and solve increasingly complex problems. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/g7rrirWA

This week, we focus on Conversations to Conversions: How Contact Center Service Drives Real ROI In this blog, we’ll break down how better conversations lead to better conversions—and how focusing on service quality creates financial results you can see. We’ll show how QA, CSAT, and FCR tie directly to business outcomes, how feedback turns into growth, and how your contact center can shift from solving problems to driving ROI. Because when service quality improves, loyalty grows—and loyalty is one of the strongest ROI drivers an organization can have. If you want to learn more, make sure you read this week’s blog and don’t forget to share your feedback with us. Read more here: https://lnkd.in/gHy2E8XY