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Deliver Great FCR Call Center Customer Experience using mySQM™ CX Insights Software Platform

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mySQM™ CX Insights Software is Built Specifically for Call Centers


Since 1996, SQM has been a leading provider of call center customer experience software. mySQM™ CX Insights software is specifically designed to help call centers improve FCR, and deliver great customer and employee experiences. The heart of SQM’s specialization capabilities is our SaaS subscription platform powered by mySQM™ CX Insights software based on VoC survey data. Our software is highly customizable to meet your call center’s specific needs and customer experience improvement opportunities. The combination of our Standard and Personalized Intelligence features is a powerful approach to assist front-line employees, analysts, and business managers in improving customer experience and reducing costs.


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High-Value CX Software Built for Call Centers

Do you know how much operational cost you could actually be saving?

Use our ROI calculator to see your call center's potential operational savings for every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ CX Insights technology. Our high-value software is specifically built to help call centers improve their operating costs. Our client's average ROI is 450% and the payback period is less than 3 months. It only takes a few minutes to complete.

ROI Calculator ▶

ROI 450%       payback <3 months

mySQM™ ROI Calculator

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Motivate Your Staff to Greatness

The mySQM™ Rewards and Recognition program puts accountability for improving CX performance into the hands of each of your frontline employees, and provides meaningful perks for them to aim for. 

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e-Learning to Improve CX – One CSR at a Time

SQM offers virtual, on-demand e-learning for CX soft skills modules delivered through our mySQM™ CX Insights software. What makes our CX Soft Skills e-Learning so effective is that we use VoC survey data to train and to validate CX improvement. 

CX Soft Skills e-Learning ▶

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mySQM™ CX Insights — Business Case

Learn about the business case for using mySQM™ CX Insights Software to improve your operating costs and customer experience by focusing on first call resolution, call resolution, and customer satisfaction metrics at the call center and customer representative levels.

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Reduce Operating Costs

For every 1% improvement in FCR you reduce your operating costs by 1%.

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Reduce Customers at Risk

98% of customers will continue to do business with the organization as a result of achieving FCR.

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Improve Customer Satisfaction

For every 1% improvement in FCR there is a 1% improvement in Csat.

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Improve Employee Satisfaction

For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

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Increase Opportunities to Sell

When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

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Create More High Performing CSRs

The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR.

mySQM™ CX Insights Software Video

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VSP Testimonial

Find out more about best practices for customer experience in the call  center industry from SQM's collection of case studies.

“One of the great components of SQM’s offerings is the surveying at the agent level. What a motivator it can be to have first call resolution and customer satisfaction at the agent level.” VSP has consistently achieved world class FCR and CX performance and has been the contact center of the year winner.

Request a Demo

Learn more about the mySQM™ CX Insights platform, find out how SQM can help your company improve overall experience metrics, and take advantage of the power of Personalized Intelligence™. Reach out today to book your demo.

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