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mySQM™ - CX Benchmarking & Certification

CX benchmarking and ranking data is captured and reported in real-time through mySQM™ CX Insights software. Great CSR, supervisor, and contact center CX performance is awarded and certified.

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Capturing

CX survey data can be captured from the CSR to the contact center level, by segment, call reason, LoB, etc.

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Benchmarking and Certification

We benchmark CSRs and contact channels using metrics such as CX Greatness, OCR, FCR, Csat, NPS, QA, etc. SQM certifies CSRs who have delivered world-class CX performance.

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Reporting

Benchmarking and ranking CX data is captured and reported in real-time through mySQM™ CX Insights software.

VoC CX Benchmarking

SQM conducts Voice of Customer (VoC) surveys based on a recent interaction with a contact center. CX benchmarking and ranking data is captured and reported in real-time through mySQM™ CX Insights software. The benchmarking data provides powerful CX performance comparisons for CSRs to compare themselves to their peers, and for the organization to compare itself to other organizations. The insights provided by the benchmarking data motivates CSRs to improve CX performance and reduce repeat calls. 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.

Capturing Customer Experience

A random sample of post-contact customer experience surveys are conducted with customers who have had a transaction with your contact channel within one business day of their interaction. SQM’s post-contact CX survey has a proven track record for measuring the attributes that accurately assess and benchmark your CX performance.

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Benchmarking

SQM accurately measures, benchmarks, and identifies opportunities for improving CSR and a specific contact channel CX. SQM is viewed by the contact center industry as being the thought leader and the gold standard for measuring, benchmarking, and improving CX. We benchmark all major contact channels (e.g., call center, IVR self-service, email, web self-service, chat, and mobile self-service) and data is captured and reported using mySQM™ CX Insights software. SQM uses benchmarking VoC CX data to award and certify world-class performing CSRs, supervisors, and contact centers.

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Contact Center Reporting

A formal quarterly report will be delivered to you and your management team via a video conference call with a senior SQM consultant outlining your contact channel’s CX Greatness, OCR, FCR, Csat, NPS® operational performance and opportunities for reducing repeat contacts. Real-time access to your VoC survey information is available to all staff levels in a secure encrypted platform through mySQM™ CX Insights software.

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