mySQM™ QA
None
Monthly visits:50667
Description:
SQM Group's mySQM™ QA software is a comprehensive solution for call centers to monitor, motivate, and manage agents, ultimately improving customer experience (CX) and reducing QA costs by 50%. It combines three data sources: post-call surveys, call handling data, and call compliance feedback, providing holistic CX insights. The software offers personalized agent self-coaching suggestions, real-time recognition for great CX delivery, and benchmarks, ranks, awards, and certifies Csat, FCR, and QA performance.
For Tasks:
For Jobs:
Features
- Personalized Intelligence™ suite for improved customer experience
- 360º QA Feedback
- Rewards & Recognition for agents
- Agent Self-Coaching
- CX Benchmarking
Advantages
- Improves agent and customer experience
- Reduces QA cost by 50%
- Provides holistic CX insights
- Empowers agents to improve their performance
- Motivates agents to deliver great CX
Disadvantages
- May require additional training for agents to use effectively
- Integration with existing systems may be complex
- Pricing may not be suitable for all call centers
Frequently Asked Questions
-
Q:What is mySQM™ QA?
A:mySQM™ QA is a comprehensive software solution designed to help call centers monitor, motivate, and manage agents, ultimately improving customer experience (CX) and reducing QA costs. -
Q:How does mySQM™ QA improve CX?
A:mySQM™ QA provides holistic CX insights by combining three data sources: post-call surveys, call handling data, and call compliance feedback. This allows call centers to identify areas for improvement and make data-driven decisions to enhance the customer experience. -
Q:What are the benefits of using mySQM™ QA?
A:mySQM™ QA offers several benefits, including improved agent and customer experience, reduced QA costs, personalized agent self-coaching suggestions, real-time recognition for great CX delivery, and benchmarks, ranks, awards, and certifications for Csat, FCR, and QA performance.
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