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mySQM™ CX Insights Software

mySQM™ CX Insights software is specifically designed for contact centers to help them deliver great customer and employee experiences.

CX Software That Drives Contact Center Improvement

The heart of SQM’s specialization capabilities is our SaaS subscription platform powered by mySQM™ CX Insights software based on VoC survey data. The standard features of mySQM™ CX Insights software are designed to help contact centers capture, analyze, benchmark, report and action customer and employee experience data. The Personalized Intelligence™ features of of our CX software are designed to provide individualized insights at a CSR level to help them with their CXM efforts. The combination of standard and Personalized Intelligence™ features are a powerful approach to assist front-line employees, analysts, and business managers to improve their CX.

Do you know how much operational cost you could actually be saving?

Use our ROI calculator to see your contact center's potential operational savings for every one percentage point increase in FCR and the great ROI opportunity you have for using our mySQM™ CX Insights technology. Our high-value software is specifically built to help contact centers improve their operating costs. Our client's average ROI is 450% and the payback period is less than 3 months. It only takes a few minutes to complete.

ROI Calculator ▶

ROI 450%       payback <3 months

mySQM™ ROI Calculator

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mySQM™ CX Insights - Standard Features

mySQM™ CX Insights software is built on six standard features: being highly customizable, providing real-time notifications, listening to recorded customer survey feedback, exportable raw data, centralized data storage, and flexible reports. The standard features of mySQM™ CX Insights software are designed to help contact centers capture, analyze, benchmark, report, and action customer and employee survey data. These standard features are the fundamentals of mySQM™ CX Insights software and are enhanced by the features of Personalized Intelligence™.

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mySQM™ CX Insights - Personalized Intelligence™ Features

The heart of mySQM™ CX Insights software is CX Personalized Intelligence™, a suite of six SQM proprietary features that is centered around: benchmarking, rewarding, training, coaching, knowledge building, and customer quality assurance. Personalized Intelligence™ uses VoC data to provide individualized insights at a CSR level to help them to deliver great CX. The enhanced features of Personalized Intelligence™ are built upon the standard features of mySQM™ CX Insights software.

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mySQM™ CX Insights Software Features

Standard Features

Highly Customizable

Easily customize many features including: home page, reporting, data filters, access levels, real-time notifications, and metrics.

Real-Time Notifications

Can be customized so that you can act quickly to improve CX. Receive real-time notifications about world class interactions and service recovery opportunities.

Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your contact center.

Exportable Raw Data

Raw data can be easily exported through the scheduled and customizable feature of the software.

Centralized Data Storage

Collect, store, and access customer and employee survey data from any survey methodology or internal data source.

Flexible Reports

The software has pre-configured and customizable reports that deliver powerful actionable data.

Personalized Intelligence™ Features

Rewards & Recognition

Award points based on CSR CX performance that is captured in mySQM™ software and can be redeemed using an SQM debit card, gift cards, corporate merchandise, etc.

CX Essentials Coaching

Our software uses VoC survey feedback to provide CSR CX performance tracking, and individualized coaching opportunities.

Benchmarking & Ranking

CX benchmarking and ranking data is captured and reported in real-time through mySQM™ CX Insights software.

Knowledge Builder

A searchable library of CX Essentials soft skills, social styles, and validated best practices for improving and providing great CX.

CX Soft Skills e-Learning

Virtual, on-demand and instructor-lead e-learning for CX soft skills modules delivered through our mySQM™ CX Insights software.

Customer Quality Assurance

A holistic approach to call quality monitoring that uses both the voice of the customer and call compliance information.

mySQM™ CX Insights — Business Case

Learn about the business case for using mySQM™ CX Insights Software to improve your operating costs and customer experience by focusing on first call resolution, call resolution, and customer satisfaction metrics at the contact center and customer representative levels.

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For every 1% improvement in FCR you reduce your operating costs by 1%.

Reduce Operating Costs
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98% of customers will continue to do business with the organization as a result of achieving FCR.

Reduce Customers at Risk
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For every 1% improvement in FCR there is a 1% improvement in Csat.

Improve Customer Satisfaction
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For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

Improve Employee Satisfaction
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When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

Increase Opportunities to Sell
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The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR

Create More High Performing CSRs