Research Capabilities-Account Management

By: SQM Group Inc  05-01-2016
Keywords: Customer Service, Management, Business Development

SQM has highly qualified research analyst and account manager professionals who are passionate and dedicated to managing your contact center research project and initiatives. SQM assigns a senior account manager to each tracking and benchmarking client to ensure that the VoC project needs are met. Each account manager is an advocate for our clients to ensure that all the necessary SQM resources are used to assist them with their VoC project. In addition, the senior manager will share best practices with their clients to help them improve their FCR, Csat and customer retention performance.

Keywords: Account, Business Development, Customer Service, Management, Satisfaction

Other products and services from SQM Group Inc


Operational Survey

SQM Group is in the forefront of voice of the customer (VoC) research for measuring and improving customer experience and satisfaction in the contact center industry.



VoC Coaching Guide: This VoC Coaching Guide Program is specifically designed for contact center frontline managers so that they can



FCR Best Practice Validation: SQM will validate if your contact center practice(s) is a best practice. SQM’s best practices are


Employee Studies

Esat for FCR Effectiveness: From an employee perspective, this study benchmarks your contact center’s FCR business practices effectiveness, provides insights


Customer Studies

Customer Quality Assurance: SQM’s Customer Quality Assurance evaluation service is a revolutionary process that for the same call uses both



SQM offers a quality assurance outsourcing service that can help organizations provide world class customer service and/or improve first call resolution performance.



Omni Channel: From a customer’s perspective, this study measures and tracks the entire customer experience when using a call center



Omni-Channel: From a customer perspective, this study benchmarks the entire customer experience, when using a contact center and, in many


Research Capabilities-Reporting

SQM’s mySQM™ web portal is designed to allow our clients real-time access to their customer survey information from the convenience of their desktop in a secure encrypted manner.


Research Capabilities-Analyzing

SQM measures all contact channels (i.e., contact center, website, email, IVR, site) with a focus on the customer`s FCR experience.


Research Capabilities-Surveying

SQM conducts accurate, reliable and actionable post-contact surveys.