mySQM™ Customer Service QA Software
mySQM™ customer service QA software is a single platform for call centers to deliver great CX and lower costs. mySQM™ empowers and engages agents with real-time CX feedback, quality assurance, coaching, and recognition to deliver great CX.
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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
SQM Group is a software company specializing in customer service QA management for call center agents. Our software solution helps call centers and agents improve FCR, provide great customer service, and reduce costs.
Personalized Intelligence
Personalized Intelligence™, a suite of six SQM proprietary features designed to help customer service representatives improve their customer experience.
Awards Program
First Call Resolution CX Best Practice Awards based on customers who have used a contact center.
Call Center Customer Service Industry Award Winners
View the latest winners of SQM's Call Center Customer Service Industry Awards, recognizing top-performing call centers and their employees.
Nomination Process
Our Call Center Awards Program acknowledges organizations that have demonstrated best practices that have improved or helped maintain high FCR.
Library
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.
Tools
SQM provides tools to find operational savings your call center will gain by using our services.
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customer service. Agent Utilization Rate …s the usage of their agent workforce. A good agent utilization rate is 70… back or inefficient in handling calls. Agent utilization rate calculation is determined by dividing the am
Average Handle Time Agent Utilization Rate Cost
Benchmark The Call Center Benchmark for Agent Utilization Rate is 81…. The agent utilization rate refers to the percentage of time that an age…The call center industry standard for a good agent utilization rate is between 75
