CX CONSULTING

Overview


CX Best Practices Certification
SQM offers a unique contact channel CX Best Practice Certification assessment to determine if your contact channels’ practice(s) is at the same standard as SQM’s award winning organizations’ contact channel CX best practices.
CX Journey Mapping
The primary purpose of CX journey mapping is to conduct customer survey research and in-depth interviews with customers and employees to deeply understand CX for each interaction and touchpoint key moments of truth, and to discover CX improvement opportunities.
FCR Improvement Plan
One of the most important services SQM offers is to help our contact center clients develop and implement a plan for improving their FCR performance.
 
IDCA Improvement Cycle
The primary purpose of the CX improvement cycle is to help organizations identify, develop, check, and act on interaction and touchpoint improvement opportunities.
CX Essentials - Train the Trainer
This training program is specifically designed for contact center frontline trainers and supervisors so that they can effectively educate and coach CSRs on how to use customer survey feedback to improve their call resolution and CX performance.