SQM Group

The Resources You Need at the Touch of a Finger

SQM’s resources are designed for helping contact centers, supervisors, and agents improve first call resolution, customer service, cost, employee and customer satisfaction. 



Our Library is filled with client CX Award stories, case studies, blogs, and books dedicated to helping contact centers improve FCR and provide great CX. This library is full of validated practices that are based on SQM’s award winning agents, supervisors, and call centers.

Library ▶

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Our helpful tools provide valuable insights personalized to your FCR and CX research needs. We offer a powerful ROI calculator to quantify the operational savings your FCR can deliver, a useful sample size calculator for creating representative VoC survey programs, and a random list generator to keep your data collection statistically sound.

Tools ▶

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SQM's world-class Contact Center CX Conference and Awards Gala has brought thousands of contact center professionals together since 1996. Our conference learning tracks are led by our clients who have improved or achieved world-class FCR, CX and EX. Our awards gala celebration is the most prestigious event in the contact center industry. 

Conference ▶

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Access all our historical FCR best practices webinars on-demand, as well as sign-up for upcoming webinars to learn best practices on how to improve FCR and customer experience. Select from a variety of topics including best practices for customer journey mapping, improving FCR, and identifying opportunities for improving CX performance across all your organization's contact channels.

Webinars ▶

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