SQM Group Home

mySQM™ CX Insights - Standard Features

The heart of mySQM™ CX Insights software are 6 core features centered around: being highly customizable, providing real-time notifications, listening to recorded customer feedback, exportable raw data, centralized data storage, flexible reports.

mySQM™ CX Insights - Standard Features Overview

The standard features of mySQM™ CX Insights software are designed on a SaaS platform to help contact centers capture, analyze, benchmark, report, and action customer and employee experience. Our customer experience measurement software is highly customizable to meet your contact center’s specific needs and improvement opportunities. The core software features provide powerful insights based on customer and employee survey data to assist CSRs, analysts, and leaders for their customer experience management efforts. These features are the fundamentals of mySQM™ CX Insights software and are enhanced by the features of Personalized Intelligence.

A graphic of people moving software pieces around

Highly Customizable

Our software allows you to easily customize many features including: home page, reporting, data filters, access levels, real-time notifications, and metrics. Highly customizable features allow your employees to focus on what is important to them and your contact center.

A graphic of a call center person receiving an alert message

Real-Time Notifications

Real-time notifications can be customized so that you can act quickly to improve CX. For example, receive real-time service recovery notifications so that you can act quickly on customer complaints. Also, receive real-time notifications about world class interactions so that you can recognize great CSR service delivery.

A laptop with headphones rested over it with sound waves in the background

Recorded Customer Feedback

Listen to the actual voice of the customer from their experience using your contact center. Hear the joy, or pain in the customer's voice in the interactions they have with your CSRs and leverage this for powerful coaching and recognition opportunities.

Data streams shining from vents in a data block

Exportable Raw Data

Raw data can be easily exported through the scheduled and customizable feature of the software. This allows your organization the flexibility to import all SQM data into the reporting tools that you use.

a vector graphic of a server with data lines coming from it

Centralized Data Storage

Collect, store, and access customer and employee survey data from any survey methodology or internal data source. Put simply, all surveys and internal data can be stored in one place. By consolidating your data sources into one tool, you receive comprehensive insights into your contact center's CX and EX performance.

Reports and graph data on top of a laptop computer

Flexible Reports

Reports can be customized through the use of our pivot table feature. These customized reports can be easily saved and reused to save you time. The software also has pre-configured reports that deliver powerful actionable data in a click.

mySQM™ CX Insights — Business Case

Learn about the business case for using mySQM™ CX Insights Software to improve your operating costs and customer experience by focusing on first call resolution, call resolution, and customer satisfaction metrics at the contact center and customer representative levels.

a gear with a dollar sign infront of a stack of bills

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

Reduce Operating
a man providing feedback of a call agent

98% of customers will continue to do business with the organization as a result of achieving FCR.

Reduce Customers at Risk
A customer sitting on a cell phone with 5 gold stars behind them

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

Improve Customer Satisfaction
An employee with headphones on pointing at a gauge which is at the best setting

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

Improve Employee Satisfaction
A sales man pointing to a product offer on a computer monitor

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

Increase Opportunities to Sell
a call ceter CSR behind a computer with a check mark over her head.

The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR

Create More High Performing CSRs