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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 all designed to help CSRs improve CX.

mySQM™ CX Insights - Personalized Intelligence™ Features Overview

The Personalized Intelligence™ function of mySQM™ CX Insights software has a suite of 6 proprietary features that use VoC data to provide individualized insights at a CSR level to help them with their customer experience management efforts. Each of these features is specifically designed to help CSRs improve and provide great CX. Furthermore, our software is highly customizable to meet your call center’s specific needs and CX improvement opportunities. 

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Rewards & Recognition

CSRs are rewarded and recognized for delivering great CX performance. 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, time off, etc. This best practice is the quickest approach to motivate CSRs to improve and provide great CX.

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CX Essentials Coaching

CSR Coaching has never been easier or more effective for improving and providing great CX performance. Our software uses VoC survey feedback to provide personalized intelligence™ on CSR CX performance tracking, and individualized coaching opportunities. Based on CSR CX improvement opportunities identified CX soft skills and best practices suggestions are automatically provided to CSRs to improve their CX.

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Benchmarking & Ranking

CX benchmarking and ranking data is captured and reported in real-time through mySQM™ CX Insights software. Many CSRs and call centers improve their FCR performance by up to 10% as soon as they start benchmarking and ranking CSR performance. One of the best parts about SQM's CX Benchmarking and Certification is that it awards and certifies world-class performing CSRs, supervisors, and call centers.

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Knowledge Builder

mySQM™ CX Insights software Knowledge Builder is a searchable library of CX Essentials soft skills, social styles, and validated best practices for improving and providing great CX. This content can be used from the CSR to the call center level. In a single platform, this brings VoC performance data and a great, searchable content library to provide suggestions on how a CSR or call center can improve CX performance.

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CX Soft Skills e-Learning

SQM offers virtual, on-demand e-learning for CX soft skills modules delivered through our mySQM™ CX Insights software. We also offer virtual, instructor-led training that is done through video conferencing applications (e.g. Zoom, Webex, GoToMeeting, etc.). What makes our CX Soft Skills Training so effective is that we offer online Persona Communication Style self-assessment and CX VoC data to ensure CX improvement learning takes place.

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Customer Quality Assurance

CQA is a holistic approach because it uses both the VoC and call compliance information to assess call quality. It is a best practice for improving the impact of call monitoring on the call center’s CX and FCR performance. CQA data is captured and reported thorough mySQM™ CX Insights software.

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 call center and customer representative levels.

Download Business Case ▶

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

Reduce Operating
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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