AQM Consulting

CX & Quality Monitoring, made easy.

What is CX, anyway?

Let's face it: whether we are entrepreneurs or on the front lines of an organization, every single customer we attend to is a new boss we have. And we need to deliver, thus the importance of Customer Experience (CX).
Every interaction matters when we talk about CX. It’s not just about solving an issue or providing answers; we must ensure our patrons feel appreciated and valued, making them want to continue partnering with us. That's what CX is all about.

Who we are

At AQM Consulting, we bring more than 20 years of expertise and experience in Customer Care, Quality Monitoring, Coaching, and Customer Journey to your hands. We help Contact Centers and Quality organizations set up, build, improve, and revamp their CX frameworks. We provide you and your company with QM Global Best Practices, Six Sigma philosophy, PROSCI Change Management methodology, and technological guidance to refine your Quality Assurance processes.

QM Best Practices

Quality Monitoring is ever-evolving and should be maintained to the highest standards. Though it varies from one industry to another, there's a common thread: it should always have the customer as its cornerstone. At AQM, we help you assess your current quality program, even if it's in its basic state, and provide you with actionable solutions and recommendations to enhance it—from the selection process of the contacts to evaluate and the coaching process, to the reshaping of your Quality team for better results.

Change Management

When implementing a Quality program, we rarely pause to consider how it will impact our teams' performance and daily routines. Have we ensured they understand what’s changing, their role in the process, and their responsibilities during this transformation? Whether your organization is undergoing a process change or adopting new technology, we can help you assess the situation and ease the challenges of effort, resistance, and acceptance that come with change.

Leveraging Technology

Every Contact Center or Quality Assurance group has tools at their fingertips to get the job done. But, are they using them properly, focusing on automation, effectiveness, and efficiency? Are our teams getting the best and most out of the tech they use, regardless of the brand or the price? At AQM, we have knowledge and experience in big brand CC and CCaaS solutions such as Verint, YacTraq, Genesys, and others. We can help you obtain higher value from them, even if it's something as simple as MS Excel!

On demand or as a subscription service.

We offer you and your team the flexibility to obtain our services on a per-event basis for specific requirements and 'walk-in' items, or as a 6-month subscription. With the subscription, you will have access to our quality assurance knowledge, weekly quality improvement tips, tailored application consulting for the platform you use, Change Management planning and deployment, and process documentation for proper Governance. We guarantee you will see value in a short time!

Contact us today

As each day passes, your customers might feel neglected, your agent turnover may worsen, and your operation could stall with outdated QM ideas. This increases costs and negatively impacts your brand.
The time to act is now, and we're your best Quality Management and CX resource. We believe you and your organization will benefit greatly from our services, regardless of the size of your operation.
Let's talk!
Send us an email at [email protected] or click in the button below, tell us about you and your team, and we will reply with specific questions to get to know you better and provide you with a solution tailored especially for you.