Customer Experience Software for Call Centers
Studies Designed to Improve and Provide Great CX
Awards Recognizing the Best in CX and EX Delivery
The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
The heart of mySQM™ FCR 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.
The standard features of mySQM™ FCR Insights software are designed on a SaaS platform to help call centers capture, analyze, benchmark, report, and action customer and employee experience. Our customer experience measurement software is highly customizable to meet your call 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™ FCR Insights software and are enhanced by the features of Personalized Intelligence.
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 call center.
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.
Listen to the actual voice of the customer from their experience using your call 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.
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.
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 call center's CX and EX performance.
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.
Learn about the business case for using mySQM™ FCR Insights Software to improve your operating costs and customer experience by focusing on first call resolution, call resolution, and customer satisfaction metrics at the call center and customer representative levels.
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For every 1% improvement in FCR you reduce your operating costs by 1%.
For every 1% improvement in FCR you reduce your call center operating costs by 1%.
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98% of customers will continue to do business with the organization as a result of achieving FCR.
For every 1% improvement in FCR there is a 1% improvement in Csat.
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat.
For every 1% improvement in FCR there is a 1% to 5% improvement in Esat.
When a customer's call is resolved the customer cross-selling acceptance rate increases by up to 20%.
The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR
The top CSRs for FCR cost per call resolution is 35% lower than the bottom CSRs for FCR.
Standard Features
