Alicia Akers's Contact Details

Alicia Akers's Company Details

SQM Group Inc.

Coeur dAlene, ID, US • 100 - 249 Employees
Market Research

SQM GROUPSQM Group is a North American customer experience software firm. SQM provides FCR and CX Insights Software to the call center industry which is powered by a Software as a Service (SaaS) platform.We are a specialist firm for the call center industry in measuring, benchmarking, tracking, and improving FCR. At the heart of our services is SQM™ FCR Insights software, FCR research, best practices consulting, and awarding for FCR performance. We help call centers to improve FCR, deliver a great customer experience, reduce operating costs, and improve the Net Promoter Score. Our mySQM™ FCR Insights software is a SaaS-based subscription platform explicitly built for call centers. Our Personalized Intelligence™ software features assist agents, supervisors, managers, and analysts in measuring and improving FCR and customer experience.HISTORYMike Desmarais founded SQM Group in 1996. Our revenue has grown at a 12% compound annual growth rate over the last five years. SQM has 175 employees with approximately equal amounts of employees working in the Coeur d' Alane, Idaho, and Vernon, British Columbia locations. SQM has developed (FCR) customer experience management software which has been in development for four years and has had an R&D budget that is 20% of the company's revenue compared to a traditional professional services firm R&D budget of 6% of revenue.PRODUCTSSoftware – Our First Call Resolution software is specifically designed to measure and improve contact center customer experience, reduce operating costs, and deliver a great customer experience.Research – SQM offers benchmarking and tracking the voice of the customer and employee studies designed to improve FCR and provide great CX.Awarding - Our call center awards recognize top-performing call centers, leaders, supervisors, and agents for First Call Resolution, customer experience, and best practices since 2000.