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Call Center Research

SQM offers benchmarking and tracking voice of the customer and employee studies designed to improve and provide great CX.

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Customer Experience Studies

From a customer perspective, this study benchmarks or tracks CX, identifies opportunities for CX improvement, and awards call centers that have demonstrated CX excellence. We conduct voice of the customer research for all major call channels (e.g., call center, IVR self-service, email, web self-service, chat, and mobile self-service).

Customer Experience Studies

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CX Multi-Channel Studies

This study uses customer surveys to capture feedback when using a call center and another contact channel (e.g., web self-service, email, IVR self-service, chat and social media) to resolve the same inquiry or problem. This study has a proven track record for measuring the attributes that accurately assess and benchmark your omni-channel customer satisfaction (Csat), one contact resolution, customer effort, call deflection, and CX improvement opportunities.

Multi-Channel Studies

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Employee Experience Studies

From an employee perspective, this study benchmarks or tracks employee experience (EX), identifies opportunities for EX improvement, and awards call centers that have demonstrated EX excellence. This study is different from traditional HR employee satisfaction studies because it is focused on measuring and benchmarking the effectiveness of your CX business practices (i.e., people, process and technology), and provides insights for improving CX.

Employee Experience Studies

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Social Responsibility Study

Our SQ-Mpathy Corporate Social Responsibility Study evaluates your program and we certify and award top performers for the impact of their organization’s social initiatives by measuring the stakeholders that matter most – your customers and employees. Our study includes customer and employee surveys and benchmarks your CSR performance based on the combination of two indexes: 50% coming from the CSR Triple (E) Index and 50% coming from the CSR Sustainability Index.

Social Responsibility Study

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