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About SQM Group - Contact Center Solutions

For over 20 years, SQM Group has been a leading provider of software, research, and awards for the contact center industry.

Since 1996, SQM has been a leading provider of contact center CXM software. mySQM™ CX Insights software is specifically designed for contact centers to help them deliver great customer and employee experiences. Our SaaS-based subscription platform captures, benchmarks, and reports customer experiences, helping drive improvement from individual agents to the organization level. SQM differentiates itself from our competition based on mySQM™ CX Insights software, research, best practices, and awards. These practices are all specifically designed to help contact centers improve and provide great contact center customer and employee experiences, and reduce their operating costs. SQM is considered the leading authority in North America for benchmarking, tracking, and improving First Contact Resolution (FCR). Over 70% of our clients consistently improve their FCR performance on an annual basis.  We have written five FCR  best practices books and many FCR blog articles. Our CX software is specifically designed to help contact centers capture both internal and external FCR performance. 

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The Right Partner for Contact Centers

Since 1996, SQM has been a leading provider of CXM software. We partner with many of the largest and best contact centers in North America to help them deliver great customer and employee experiences using our mySQM™ CX Insights software platform.​​


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Contact Center CXM Software Specialists

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SaaS Platform Powered by mySQM™ CX Insights Software to Deliver Great CX​​

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70% of Clients Improve CX Performance Year-Over-Year​

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95% Client Retention Rate​

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Awarding Contact Centers and CSRs for CX Greatness​

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Over 20 Years of Contact Center Best Practices and Thought Leadership​​

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Benchmarking and Ranking from CSR to Contact Center Level​​

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1% of Profits to Community Care Initiatives​

CXM Software

SQM is a leading provider of CXM software, offering the mySQM™ CX Insights platform that helps contact centers deliver great customer and employee experiences. The SaaS subscription platform captures, benchmarks, and reports customer experiences key moments of truth for interaction life cycle and touchpoints.  mySQM™ features Personalized Intelligence™, an automated suite of tools that discovers effective opportunities for CX improvement within a contact center’s touchpoints. By focusing on individual interactions, as well as providing agent-level insights, Personalized Intelligence™ delivers on SQM's promise to improve customer experience, one individual at a time.

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CX Research

SQM specializes in capturing, analyzing, benchmarking and reporting contact center CX and EX. Our research team includes doctorate level researchers, and software engineers to help with any of your survey questions, data capture, and interpretation of results.

CX Awarding

One of the most prestigious and sought-after contact center industry awards in North America, the SQM CX Awards recognize top-performing organizations and customer service representatives for demonstrating customer experience excellence. With more than 50 different awards – including demonstrated employee experience and corporate social responsibility excellence, the SQM awards recognize performance based on feedback from contact center customers and employees. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, and LoyaltyOne.

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