SQM Group

mySQM™ Customer Service QA Software - Agent CX Essentials Coaching

With mySQM™ Customer Service QA software, agent cx coaching has never been easier or more effective for improving FCR and providing great CX performance.

A vector icon of a lady with a hedset on infront of a reputation gauge pointing at full.

CX Performance Tracking

CX Essentials Coaching provides user-friendly, ongoing tracking of agent CX performance.

a vector graphic of a man with a headset sitting at a desk with a target in front of him.

Coaching Opportunities

Coaching opportunities are individualized to identify agent-specific strengths and weaknesses through our agent CX coaching software.

A vector icon of a woman receiving a tip while on a headset

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™ Customer Service QA 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™ Customer Service QA 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.

a fine grey line with a grey hexagon in the middle

Data Driven

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.

Graph data on a laptop, phone and tablet drawing in an isometric view


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.

Vector Illustration of a woman with laptop sitting on an hour glass, surrounded by coins and dollars. with gear clocks.


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.

Vector graphic of a man at a desk with a headset on. Infront of him is a target with arrows in the bullseye