CX Performance Tracking
CX Essentials Coaching provides user-friendly, ongoing tracking of agent CX performance.
Coaching opportunities are individualized to identify agent-specific strengths and weaknesses through our agent CX coaching software.
Automated CX Improvement Suggestions
CX soft skills and best practice suggestions are automatically provided to agents to improve CX.
Agent Coaching Using VoC
The heart of agent CX Essentials Coaching is the use of VoC survey feedback to track CX performance and to identify individual coaching opportunities. mySQM™ FCR Insights software provides CX essentials soft skills automated suggestions for improving or providing great CX. The quickest and greatest call center FCR improvements come from improving individual agent performance.
mySQM™ FCR Insights software provides insights for coaches and trainers using VoC survey feedback through the CX Essentials Coaching feature. The software provides automated CX soft skills and best practice suggestions tailored to individual agent improvement opportunities. The automated improvement suggestions speed up FCR and CX performance improvement and allows supervisors to spend more quality time coaching agents.
Backed by over 20 years of FCR research and consulting data, the CX Essentials Coaching feature automatically provides best practices and coaching tips that are proven to be the most effective in improving FCR and CX metrics.
A single platform that stores VoC data and integrates robust coaching tools, mySQM™ eliminates the need for additional costly software, and frees up time for your coaching team to focus on efficient, effective, individual agents improvements.
By using VoC feedback, mySQM™ eliminates guesswork by suggesting validated best practice coaching tactics that are specifically matched to the individual CX improvement opportunities of each front-line agents, creating a more effective coaching process.