CXM Software for Contact Centers
Studies Designed to Improve and Provide Great CX
Awards Recognizing the Best in CX and EX Delivery
The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
mySQM™ CX Insights software is specifically designed for contact centers to help them deliver great customer and employee experiences.
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.
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 ▶
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™.
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.
Easily customize many features including: home page, reporting, data filters, access levels, real-time notifications, and metrics.
Can be customized so that you can act quickly to improve CX. Receive real-time notifications about world class interactions and service recovery opportunities.
Listen to the actual voice of the customer from their experience using your contact center.
Raw data can be easily exported through the scheduled and customizable feature of the software.
Collect, store, and access customer and employee survey data from any survey methodology or internal data source.
The software has pre-configured and customizable reports that deliver powerful actionable data.
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.
Our software uses VoC survey feedback to provide CSR CX performance tracking, and individualized coaching opportunities.
CX benchmarking and ranking data is captured and reported in real-time through mySQM™ CX Insights software.
A searchable library of CX Essentials soft skills, social styles, and validated best practices for improving and providing great CX.
Virtual, on-demand and instructor-lead e-learning for CX soft skills modules delivered through our mySQM™ CX Insights software.
A holistic approach to call quality monitoring that uses both the voice of the customer and call compliance information.
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.
For every 1% improvement in FCR you reduce your operating costs by 1%.
98% of customers will continue to do business with the organization as a result of achieving FCR.
For every 1% improvement in FCR there is a 1% improvement in Csat.
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR
