mySQM™ Customer Service QA Software
Personalized Intelligence™ Features Overview
mySQM™ Customer Service QA Software - customer experience management software is designed on a SaaS platform. Our Personalized Intelligence™ features use external data (e.g., post-call survey) and internal data (e.g., QA) to provide individualized insights at an agent level to help them deliver great customer service.
Based on customer feedback and agent needs, clients can use a suite of six Personalized Intelligence™ features: benchmarking, recognizing, training, coaching, knowledge building, and customer quality assurance designed to target specific areas needed to help an agent improve FCR and customer service performance.
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.
CX Essentials Coaching
Agent coaching has never been easier or more effective 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.
Agent Benchmarking & Ranking
Agent FCR, Csat, and QA are benchmarked, and ranking data is captured and reported in real-time through mySQM™ Customer Service QA software. As a result, many agents improve their FCR and Csat performance by up to 10% as soon as 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.
mySQM™ Customer Service QA software Knowledge Builder is a searchable library of CX Essentials soft skills, social styles, and validated best practices for improving FCR and providing great CX.
Cx content can be used from the agent 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 an agent or call center can improve FCR and Csat performance.
CX Soft Skills e-Learning
SQM offers virtual, on-demand e-learning for CX soft skills modules delivered through our mySQM™ Customer Service QA software. We also provide virtual, instructor-led training through video conferencing applications (e.g., Teams, Webex, GoToMeeting, etc.).
Our CX Soft Skills Training is so effective because we offer online Persona Communication Style and CX VoC data to ensure FCR improvement learning takes place.
Customer Quality Assurance
Customer Quality Assurance is a holistic approach because it uses both the VoC and call compliance information to assess call quality. CQA is a best practice for improving the impact of call monitoring on the call center's CX and FCR performance. CQA information (e.g., post-call surveys and call compliance data) is captured and reported through mySQM™ Customer Service QA software.
mySQM™ Cusomer Service QA Software — Business Case
Learn about the business case for using mySQM™ Customer Serivce QA software 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.