SQM Group

mySQM™ FCR Insights Software - Personalized Intelligence Features

Based on customer feedback and agent needs, clients can use Personalized Intelligence™a suite of six proprietary features designed to target specific areas needed to help an agent improve FCR and customer service performance.

mySQM™ FCR Insights - Personalized Intelligence™ Features Overview

mySQM™ FCR Insights - 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.

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Employee Recognition

Agents are recognized for delivering great CX performance by receiving award points. The award points are based on agent CX performance (e.g., post-call survey), 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 and customer service.

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CX Essentials Coaching

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

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Benchmarking & Ranking

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

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Knowledge Builder

mySQM™ FCR Insights 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. This 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 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™ FCR Insights customer service management software. We also offer virtual, instructor-led training that is done through video conferencing applications (e.g. Teams, 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 FCR 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 information (e.g., post-call surveys and internal data) is captured and reported through mySQM™ FCR Insights customer service management software.

mySQM™ FCR Insights Software — Business Case

Learn about the business case for using mySQM™ FCR Insights customer experience management software to improve your customer service 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.

Business Case ▶

Reduce Operating Costs

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

Reduce Customers at Risk

95% of customers will continue to do business with the organization as a result of achieving FCR.

Improve Customer Satisfaction

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

Improve Employee Satisfaction

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

Increase Opportunities to Sell

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

Improve Net Promoter Score®

For the average call center, every 1% improvement in FCR increases transactional NPS by 1.4.