SQM Group Home

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 contact center’s specific needs and CX improvement opportunities. 

a credit card with presents and a shopping cart.

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.

Vector graphic of a man at a desk with a target infront of him.

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.

Vector graphic of a tablet with graph data on top of paper documents with graphs on them

Benchmarking & Ranking

CX benchmarking and ranking data is captured and reported in real-time through mySQM™ CX Insights software. Many CSRs and contact 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 contact centers.

a vector graphic of stack of books and a call center operator popping out of a computer.

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 contact 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 contact center can improve CX performance.

a student sitting at a laptop studying while a teacher is in front of a monitor pointing to the screen

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 Social-Styles® self-assessment and CX VoC data to ensure CX improvement learning takes place.

A vector graphic of a computer with a call center agent being judged by a customer

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 contact center’s CX and FCR performance. CQA data is captured and reported thorough mySQM™ CX Insights software.

SQM delivers high value through mySQM™ CX Insights — software built specifically for contact centers:

a gear with a dollar sign infront of a stack of bills

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

Reduce Operating Costs
a man providing feedback of a call agent

98% of customers will continue to do business with the organization as a result of achieving FCR.

Reduce Customers at Risk
A customer sitting on a cell phone with 5 gold stars behind them

For every 1% improvement in FCR there is a 1% improvement in Csat.

Improve Customer Satisfaction
An employee with headphones on pointing at a gauge which is at the best setting

For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.

Improve Employee Satisfaction
A sales man pointing to a product offer on a computer monitor

When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.

Increase Opportunities to Sell
a call ceter CSR behind a computer with a check mark over her head.

The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR

Create More High Performing CSRs