Customer Experience Software for Call Centers
Studies Designed to Improve and Provide Great CX
Awards Recognizing the Best in CX and EX Delivery
The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
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Discover the Ground-Breaking Research on Persona Communication Styles
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.
mySQM™ CX Insights ▶
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.
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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.
Rewards & Recognition ▶
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 ▶
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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For every 1% improvement in FCR you reduce your operating costs by 1%.
For every 1% improvement in FCR you reduce your call center operating costs by 1%.
98% of customers will continue to do business with the organization as a result of achieving FCR.
For every 1% improvement in FCR there is a 1% improvement in Csat.
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.
For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR
The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR.
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.
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.