26^th Annual Call Center QA/CX Conference Agenda

Our mySQM™ automated QA solution is the #1 ranked QA Tool on G2 reviews for user customer satisfaction in the Americas market.

We will share our best practices for leveraging QA to improve First Call Resolution and Customer Satisfaction, such as:

• Evaluating up to 100% of customer interactions using AI.
• Accurately measure and benchmark QA metrics against other call centers.
• Predicting customer satisfaction for every call with up to 95% accuracy.
• Conducting post-call surveys to calibrate QA evaluation scores.
• Providing agents with self-coaching & self-training tools to empower them.
• Offering agents with real-time financial recognition to motivate them.

Using these QA best practices, we help call centers monitor, motivate, and manage agents, driving exceptional customer satisfaction and operational excellence.

Looking Back on 2024: What is the State of the Call Center Industry for CX Delivery

SQM Will Share the Following Top 10 Contact Center Benchmarks:

1. First Call Resolution
2. Customer Satisfaction (Including CSat Prediction)
3. Agent Job Satisfaction
4. Agent Turnover
5. Omnichannel CX Score
6. One Contact Resolution
7. Average Handle Time
8. Service Level
9. Holds and Transfers
10. mySQM™ QA Score

This speaker will discuss how they leverage technology and innovation to enhance CX by integrating AI-powered tools like chatbots to provide faster, more accurate support. Cloud-based platforms and CRM systems enable seamless access to customer data, ensuring personalized and consistent service across channels. By adopting cutting-edge solutions like omnichannel communication and real-time insights, the call center streamlines interactions reduces wait times, and delivers a more efficient and satisfying experience.. Learn about:

• AI-Driven Insights: How AI can predict customer needs and provide agents with real-time suggestions.
• CRM Optimization: Using customer data effectively for seamless interactions.
• Omnichannel Integration: Ensuring consistent experiences across phone, chat, email, and social media.

This speaker will discuss how they excel in personalization and empathy, tailoring each interaction to the Customer's unique needs and preferences using data from past interactions to provide relevant and seamless support. Agents are trained to listen actively, convey understanding, and address concerns with genuine care, creating a connection that goes beyond transactional service. By combining emotional intelligence with customer insights, the call center builds trust and leaves customers feeling valued and understood. Learn about how they use:

• Using Data for Contextual Interactions: Personalizing service based on customer history and preferences.
• The Human Touch: Teaching agents to convey empathy and build trust during interactions.
• Creating Memorable Experiences: Going beyond issue resolution to satisfy customers.

This speaker will discuss how their call center empowers its customer service agents and focuses on comprehensive training, equipping them with the skills and tools needed to excel. Agents are supported with real-time insights, AI-driven assistance, and access to customer histories, enabling them to resolve issues quickly and effectively. The call center builds agent confidence by fostering autonomy and encouraging decision-making, which increases customer satisfaction. Learn about:

• Building Agent Confidence and Competence: Training programs for skill development.
• Agent Autonomy: Allowing agents to make decisions that benefit the Customer.
• Reducing Burnout: Stress management and motivation strategies to keep agents engaged.

This speaker will discuss how their call center uses self-service and proactive support to empower customers to resolve issues independently through user-friendly tools like AI-driven chatbots, dynamic FAQs, and intuitive portals. The call center minimizes customer effort and prevents frustration by proactively reaching out with solutions before problems arise, such as reminders, updates, or troubleshooting tips. This combination of accessible self-service options and timely, proactive assistance ensures faster resolutions, reduces wait times, and drives high customer satisfaction. Learn about:

• Building Effective Self-Service Portals: Empowering customers to resolve issues independently.
• Proactive Customer Support: Reaching out to customers before issues escalate.
• The Role of Chatbots and IVR in CSat: Enhancing automated interactions without frustrating customers.

This speaker will discuss how their call center excels at understanding customer expectations, prioritizes active listening, and uses data-driven insights to anticipate needs and preferences. Agents are trained to respond empathetically and precisely, ensuring every interaction feels personalized and meaningful. By aligning their processes and communication styles with customer expectations, the center resolves issues efficiently and creates a seamless, satisfying experience that fosters trust and loyalty. Learn about:

• Anticipating Customer Needs: Using data and feedback to predict and meet customer demands.
• Personalization at Scale: Tailoring interactions to create high customer satisfaction.
• Handling Difficult Customers: Techniques for de-escalation and empathy-driven solutions.

Discover how Company TBD provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Learn how Company TBD provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of the excellent customer service results and insights on how they achieved their success, such as:

• Sharing their FCR,CSat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Our new mySQM™ Auto QA software is here! Come to the demo booth for a short presentation on how you can evaluate 100% of the calls, benchmark QA metrics, and QA scores, and predict CSat scores. Speak with SQM's experts on using mySQM™ Auto QA to improve CX, EX, and costs.

Our mySQM™ automated QA solution is the #1 ranked QA Tool on G2 reviews for user customer satisfaction in the Americas market.

We will share our best practices for leveraging QA to improve First Call Resolution and Customer Satisfaction, such as:

• Evaluating up to 100% of customer interactions using AI.
• Accurately measure and benchmark QA metrics against other call centers.
• Predicting customer satisfaction for every call with up to 95% accuracy.
• Conducting post-call surveys to calibrate QA evaluation scores.
• Providing agents with self-coaching & self-training tools to empower them.
• Offering agents with real-time financial recognition to motivate them.

Using these QA best practices, we help call centers monitor, motivate, and manage agents, driving exceptional customer satisfaction and operational excellenc.

Looking Back on 2024: What is the State of the Call Center Industry for CX Delivery

SQM Will Share the Following Top 10 Contact Center Benchmarks:

1. First Call Resolution
2. Customer Satisfaction (Including CSat Prediction)
3. Agent Job Satisfaction
4. Agent Turnover
5. Omnichannel CX Score
6. One Contact Resolution
7. Average Handle Time
8. Service Level
9. Holds and Transfers
10. mySQM™ QA Score

This speaker will discuss how their call center excels at understanding customer expectations, prioritizes active listening, and uses data-driven insights to anticipate needs and preferences. Agents are trained to respond empathetically and precisely, ensuring every interaction feels personalized and meaningful. By aligning their processes and communication styles with customer expectations, the center resolves issues efficiently and creates a seamless, satisfying experience that fosters trust and loyalty. Learn about:

• Anticipating Customer Needs: Using data and feedback to predict and meet customer demands.
• Personalization at Scale: Tailoring interactions to create high customer satisfaction.
• Handling Difficult Customers: Techniques for de-escalation and empathy-driven solutions.

This speaker will discuss how they leverage technology and innovation to enhance CX by integrating AI-powered tools like chatbots to provide faster, more accurate support. Cloud-based platforms and CRM systems enable seamless access to customer data, ensuring personalized and consistent service across channels. By adopting cutting-edge solutions like omnichannel communication and real-time insights, the call center streamlines interactions reduces wait times, and delivers a more efficient and satisfying experience.. Learn about:

• AI-Driven Insights: How AI can predict customer needs and provide agents with real-time suggestions.
• CRM Optimization: Using customer data effectively for seamless interactions.
• Omnichannel Integration: Ensuring consistent experiences across phone, chat, email, and social media.

This speaker will discuss how their call center uses self-service and proactive support to empower customers to resolve issues independently through user-friendly tools like AI-driven chatbots, dynamic FAQs, and intuitive portals. The call center minimizes customer effort and prevents frustration by proactively reaching out with solutions before problems arise, such as reminders, updates, or troubleshooting tips. This combination of accessible self-service options and timely, proactive assistance ensures faster resolutions, reduces wait times, and drives high customer satisfaction. Learn about:

• Building Effective Self-Service Portals: Empowering customers to resolve issues independently.
• Proactive Customer Support: Reaching out to customers before issues escalate.
• The Role of Chatbots and IVR in CSat: Enhancing automated interactions without frustrating customers.

This speaker will discuss how their call center empowers its customer service agents and focuses on comprehensive training, equipping them with the skills and tools needed to excel. Agents are supported with real-time insights, AI-driven assistance, and access to customer histories, enabling them to resolve issues quickly and effectively. The call center builds agent confidence by fostering autonomy and encouraging decision-making, which increases customer satisfaction. Learn about:

• Building Agent Confidence and Competence: Training programs for skill development.
• Agent Autonomy: Allowing agents to make decisions that benefit the Customer.
• Reducing Burnout: Stress management and motivation strategies to keep agents engaged.

This speaker will discuss how they excel in personalization and empathy, tailoring each interaction to the Customer's unique needs and preferences using data from past interactions to provide relevant and seamless support. Agents are trained to listen actively, convey understanding, and address concerns with genuine care, creating a connection that goes beyond transactional service. By combining emotional intelligence with customer insights, the call center builds trust and leaves customers feeling valued and understood. Learn about how they use:

• Using Data for Contextual Interactions: Personalizing service based on customer history and preferences.
• The Human Touch: Teaching agents to convey empathy and build trust during interactions.
• Creating Memorable Experiences: Going beyond issue resolution to satisfy customers.

Discover how Company TBD provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and ESat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Learn how Company TBD provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of the excellent customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and ESat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Our new mySQM™ Auto QA software is here! Come to the demo booth for a short presentation on how you can evaluate 100% of the calls, benchmark QA metrics, and QA scores, and predict CSat scores. Speak with SQM's experts on using mySQM™ Auto QA to improve CX, EX, and costs.