Personalized Intelligence™ Features Overview
- mySQM™ Auto QA Solution is a customer experience analytics tool. Our Personalized Intelligence™ features use post-call surveys, customer service, and call compliance QA 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 four Personalized Intelligence™ features: CX benchmarking, recognizing and rewarding, agent self-training, and agent self-coaching. These features are designed to target specific areas and help agents improve CSAT, FCR, customer service, and call compliance metrics.
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., CSAT and QA), using post-call surveys and QA evaluations captured in the mySQM™ QA tool and converted to dollars that can be redeemed at most retailers using an SQM debit card.
In addition, our mySQM™ QA tool employee recognition features are the best in the call center industry for motivating agents to improve and provide great CSAT and QA performance. As a result, our QA agent financial recognition program is one of the quickest ways to improve FCR, CSAT, customer service, and call compliance performance.
Agent Self-Coaching
Agent coaching has never been easier or more effective due to AI insights that help agents self-coach to deliver great CSAT and QA performance. Our mySQM™ QA tool uses post-call surveys and QA evaluation insights to provide individualized coaching opportunities.
In addition, based on agent CSAT and QA 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 solution. As a result, many agents improve their FCR and CSAT performance by up to 40% 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. SQM's Call Center CX awards are considered the most prestigious in North America.
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. The agent self-CX soft skills training typically takes 3 to 4 hours to complete and can be done by individualized modules to meet your needs.
Request a my.SQM™ Automated QA Demo Video
Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.