Personalized Intelligence™ Features Overview
mySQM™ Automated QA Solution is a customer experience analytics tool. Our Personalized Intelligence™ features use post-call surveys, CX sentiment, and call compliance data to provide individualized insights at an agent level to help them deliver great customer service and adhere to call compliance.
Call centers can use five Personalized Intelligence™ features: CX benchmarking, recognizing & rewarding, agent self-training, agent self-coaching, and 360° QA feedback, all designed to target specific areas to help an agent improve QA, FCR, call compliance, and Csat performance.
Rewards & Recognition
Agents are recognized for delivering great customer service by receiving award points. The award points are based on an agent's customer service performance (e.g., FCR, Csat, and QA), post-call surveys, and call evaluations captured in mySQM™ software and converted to dollars that can be redeemed at most retailers using an SQM debit card.
In addition, our software employee recognition features are the best in the call center industry for motivating agents to improve and provide great FCR and CX. As a result, our VoC agent recognition program is one of the quickest ways to improve FCR, Csat, and customer service.
Agent Self-Coaching
Agent coaching has never been easier or more effective due to AI insights for improving and providing great FCR and CX performance. Our software uses post-call surveys and QA evaluations to provide personalized intelligence™ on agent CX performance benchmarking, tracking, and individualized coaching opportunities.
In addition, based on agent CX improvement opportunities, identified soft skills and best practices suggestions are automatically provided to agents to improve their FCR and Csat.
CX Benchmarking and Ranking
Predicted QA Csat and QA score benchmarking and ranking data at the agent level is captured and reported in real-time through mySQM™ QA analytics software. As a result, many agents improve their FCR and Csat performance by up to 10% when they start benchmarking and ranking agent performance.
One of the best parts about SQM's FCR & Csat benchmarking is that we award and certify world-class performing agents, supervisors, and call centers.
360º QA Feedback
Customer Quality Assurance is a 360° QA holistic approach that uses AI, post-call surveys, and call compliance data to assess call quality. CQA is a best practice for improving the impact of call monitoring on the call center's Csat and FCR performance. CQA information (e.g., AI, post-call surveys, and call compliance data) is captured and reported through mySQM™ Customer Service QA software.
Agent Self-Training
SQM offers on-demand online agent self-CX soft skills training delivered through our mySQM™ automated QA solution. Agents independently enhance their CX skills and knowledge without direct supervision or structured training programs. The Agent Self-Training includes CX quizzes and AI-driven role-playing to help agents improve their CX soft skills delivery.
Request a mySQM™ Automated QA Demo Video
Learn about SQM's agent… Csat prediction model, which is based on standardized metrics, AI, and regression analysis to predict customer satisfaction derived from a QA evaluation. Our Csat prediction model provides a high statistical correlation, translating to a 95% success rate in predicting agent Csat in most cases.
mySQM™ Automated QA Solution — Business Case
Learn about the business case for using mySQM™ Automated QA solution to improve your customer experience and operating costs by focusing on first call resolution, call resolution, customer satisfaction, NPS, quality assurance, and other internal metrics at the call center to the agent levels.
For every 1% improvement in FCR, you reduce your operating costs by 1%.
95% 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%.
For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.
Request a mySQM™ Automated QA Demo Video
Learn more about mySQM™ Customer Service QA Software, find out how SQM can help your call center improve customer service and employee experience, and take advantage of the power of Personalized Intelligence™ to improve your Csat.
Reach out today to request a mySQM™ Automated QA Demo Video.