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About SQM Group - Call Center Solutions

For over 20 years, SQM Group has been a leading provider of FCR software, research, and awards for the call center industry.

Since 1996, SQM has been a call center market leader for measuring First Call Resolution, Agent Call Handling, Quality Assurance, Customer Experience, and Employee Experience metrics using our software, research insights, and awards to improve our clients' service and cost. mySQM™ FCR Insights software is specifically designed for call centers to help them substantially reduce their operating costs while delivering great customer and employee experiences. Our SaaS-based subscription platform captures, benchmarks, and reports customer experiences, helping drive improvement from individual agents to the organization level. SQM differentiates itself from our competition based on mySQM™ FCR Insights software, research, best practices, and awards. These practices are all specifically designed to help call centers improve and provide great customer and employee experiences, and reduce their operating costs. SQM is considered the leading authority in North America for benchmarking, tracking, and improving First Contact Resolution (FCR). Over 70% of our clients consistently improve their FCR performance on an annual basis.  We have written five FCR  best practices books and many FCR blog articles. Our CX software is specifically designed to help call centers capture both internal and external FCR performance. 

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The Right Partner for Call Centers

Since 1996, SQM has been a leading provider of CXM software. We partner with many of the largest and best call centers in North America to help them deliver great customer and employee experiences using our mySQM™ FCR Insights software platform.​​

 

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Call Center CXM Software Specialists

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SaaS Platform Powered by mySQM™ FCR Insights Software to Deliver Great CX​​

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70% of Clients Improve CX Performance Year-Over-Year​

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95% Client Retention Rate​

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Awarding Call Centers and CSRs for FCR and CX Greatness​

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Over 20 Years of Call Center Best Practices and Thought Leadership​​

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Benchmarking and Ranking from CSR to Call Center Level​​

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1% of Profits to Community Care Initiatives​

FCR Software

SQM is a leading provider of FCR software, offering the mySQM™ FCR Insights platform that helps contact centers deliver great customer and employee experiences. The SaaS subscription platform captures, benchmarks, and reports customer experiences key moments of truth for interaction life cycle and touchpoints.  mySQM™ features Personalized Intelligence™, an automated suite of tools that discovers effective opportunities for FCR improvement within a contact center’s touchpoints. By focusing on individual interactions, as well as providing agent-level insights, Personalized Intelligence™ delivers on SQM's promise to improve customer experience, one individual at a time.

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FCR Research

SQM specializes in capturing, analyzing, benchmarking and reporting contact center FCR, CX, and EX. Our research team includes doctorate level researchers, and software engineers to help with any of your survey questions, data capture, and interpretation of results.

FCR Awarding

One of the most prestigious and sought-after call center industry awards in North America, the SQM FCR Awards recognize top-performing organizations and customer service representatives for demonstrating customer experience excellence. With more than 50 different awards – including demonstrated employee experience and corporate social responsibility excellence, the SQM awards recognize performance based on feedback from contact center customers and employees. SQM award winners include American Express, Scotiabank, Canadian Tire Financial Services, Marriott, FedEx, Capital One, AmeriHealth, Security Health Plan, and LoyaltyOne.

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