mySQM™ FCR Insights Software
Our customer service management software is specifically designed for contact centers to measure, track, benchmark, and improve FCR, NPS, Csat, and Esat.
Contact Center Research
SQM can measure, track, benchmark, and identify improvement opportunities in your customer service, FCR, NPS, Csat, CX, and employee engagement metrics.
Customer Service Awards
Since 1998, SQM’s contact center industry awards have recognized top-performing call centers and employees for first call resolution, customer satisfaction, employee engagement, and CX best practices.
Resources to Improve Performance
SQM’s resources are designed for helping contact centers, supervisors, and agents improve first call resolution, customer service, cost, employee engagement, and customer satisfaction.
About SQM Group
Since 1996, SQM has been the market leader for the call center industry for measuring, benchmarking, improving, and awarding FCR, Csat and Esat. At the heart of our services is mySQM™ FCR Insights customer service management software.
Personalized Intelligence™, a suite of six SQM proprietary features designed to help customer service representatives improve their customer experience.
First Call Resolution CX Best Practice Awards based on customers who have used a contact center.
Historical Award Winners
SQM Customer Experience Excellence Award Winners chosen from leading Contact Centers.
Our Contact Center Awards Program acknowledges organizations that have demonstrated best practices that have improved or helped maintain high FCR.
Take advantage of 25 years of CX expertise, leverage knowledge and experience for your contact channel, and get direction in pursuit of world-class CX mastery.
SQM provides tools to find operational savings your call center will gain by using our services.
Past Award Winners’ Guides