This will give advocates the opportunity to self-coach and learn better ways to improve before their coach or supervisor gets to them.
"User-friendly interface, strong service team!"
I've worked with several CX research supplies and would say that the mySQM tool is the best I've worked with so far. Dashboards are easy to setup and customize and it is also quite easy to setup data exports. The team at SQM has been flexible and great to work with.
"Valuable information everyday!"
The widgets are great for quick results and knowing how to start your day with your team. We can see the feedback and hear the input of our customers. The reporting can break down by different levels and metrics. Great way to benchmark your performance and see trends and opportunities.
mySQM™ Customer Service QA Software — Built for Call Centers
Capturing data from multiple sources and storing it in one fully integrated software for managing experience data to deliver great customer service.
- Captures all customer survey methods, telephony calls, and quality assurance data
- Audio capture for customer sentiment
- Data and audio co-exist in the same database
Agent to call center analysis for assessing and benchmarking performance to identify service and cost improvement opportunities.
- Preconfigured performance reports and targeted opportunities for improvement
- Pivot table for customizable analysis
- VoC Closed-loop process to identify, develop, check, and act on service improvement opportunities
Holistic data visualization for agent 360 performance reporting and benchmarking to coach agents for FCR and Csat improvement.
- Comprehensive data visualization (e.g., FCR, CX, cost, AHT, QA, etc.)
- 360 agent performance reporting
- Customizable agent and supervisor dashboard
Personalized Intelligence™ Features
Customer Quality Assurance
Combines survey and call compliance data for a holistic view of call quality — the only proven QA approach to improve FCR.
- Brings VoC into quality assurance
- Combines customer survey and call compliance data
- Insights for agent performance, coaching, and training
- With the help of voice bot-AI, agents can self-coach to improve QA scores and CX
Rewards & Recognition
An agent recognition program that awards points that can be converted to cash in real-time to motivate agents to improve Csat, FCR, and provide great CX.
- Agents earn award points based on customer surveys, peer-to-peer, and QA feedback
- Use gamification to motivate agents to improve FCR and Csat
- Points can be redeemed using SQM debit cards, gift cards, etc.
Soft Skills e-Learning
SQM offers virtual, on-demand soft skills e-learning modules that improve FCR and CX soft skills.
- Self-paced CX soft skills training modules
- Online training delivered through our software
- Agent CX performance is assessed using VoC data to validate CX improvement