Starts with Technology, Ends with Results
At the heart of SQM’s research capabilities is our mySQM™ CX Insights software for capturing, analyzing, benchmarking, and reporting customer insights data in one place.
SQM conducts over 500 CX benchmarking studies on an annual basis through transaction and perception surveys using phone, email, interactive voice recording, online, face-to-face, and text message surveying methods. Our advanced survey quota management system allows us to accurately deliver any survey quota level including down to a frontline level. All surveys are conducted from our state-of-the-art research centers in Coeur d’Alene, Idaho, and Vernon, British Columbia. SQM’s CX research service measures, benchmarks, tracks, and identifies opportunities for improving customer experiences using contact channels and through the interaction lifecycle.
Utilizing the employee experience to measure and benchmark the effectiveness of your CX business practices and provide insights for improving CX.
SQM’s EX research service connects employee feedback (e.g., frontline, support staff, and managers) with customer feedback to holistically target the areas of opportunity to improve CX. It is difficult to properly understand and improve CX without asking the individuals who are experiencing or providing it. Allow your employees to be the judge of your organization’s strengths and weaknesses in providing world class CX within your organization or targeted specifically to your contact center.
Based on the best practices required to improve CX with a proven track record for helping clients improve their CX.
SQM’s consulting to best practices are founded upon our award-winning contact centers’ operating best practice standards. Our understanding of people, process, and technology best practices for improving CX are unsurpassed in the contact center industry. SQM’s consulting services include best practice validation as well as CX journey mapping and CX improvement cycle (e.g., identify, develop, check, and act) solutions to assist companies in developing and executing a CX improvement plan.
The most prestigious and sought-after contact center industry awards in North America.
SQM has more than 50 different awards and recognizes top-performing organizations for customer experience, employee experience, and corporate social responsibility performance. What makes SQM’s awards unique is that performance is recognized using feedback from customers who have used a contact center and/or employees who work in a contact center. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, and LoyaltyOne.
SQM Group is an Accredited Business Member of the Better Business Bureau with an A+ rating. This means that SQM Group meets BBB accreditation standards, which focus on the commitment to make a good faith effort to resolve any consumer complaints.