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SQM Conference - 13th Annual |
2011 Call Center Conference Description SQM's 2011 Call Center Industry Conference is about recognizing Award Winning Call Centers and sharing first call resolution (FCR), employee satisfaction (Esat), customer satisfaction (Csat) and customer retention research and best practices. SQM recognizes award winning call centers for their FCR, Esat, Csat and customer retention performance (click here for award details). In addition, we will recognize call centers, supervisors and CSRs that have been certified for achieving world class Csat distinction performance (click here for certification details). Our awards and certification programs are the most credible and rewarding recognition programs in the call center industry because they are based on the customer's experience calling a call center. Our awards celebration dinner is the most prestigious event in the call center industry. The awards and certificates are highly coveted by CSRs, supervisors and call centers. Receiving these awards and certificates in front of 500 call center peers is extremely gratifying. SQM benchmarks over 450 leading North American call centers on an annual basis and has been conducting FCR / Csat benchmarking studies since 1996 (click here for benchmarking details). On an annual basis, SQM conducts over 1 million surveys (over 450,000 live surveys and over 550,000 IVR surveys) with customers who have used a call center. In addition, SQM also conducts over 25,000 surveys yearly with employees who work in call centers. Our experience in FCR, Esat and Csat measuring, benchmarking, tracking, evaluating and helping call centers improve is unsurpassed and enables us to provide call centers with best practices for developing and implementing world class FCR, performance, lowering their operating cost and retaining customers. At this year's conference there are two distinct learning tracks:
1. Executive Track (by invitation only)
- This session is designed for Senior Executives who want to learn best practices for improving FCR and customer retention from SQM's research (the gold standard) and their peer group.
2. FCR Improvement Track (CSRs/Managers)
- This workshop is designed for all those who want to gain new skills and a proven process for effectively utilizing customer feedback to improve processes, procedures and technology, in order to improve FCR.
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Awarding World Class Call Center Performers   |
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Why You Should Attend Discover best practices and radical new thinking on:
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Who Should Attend?
Location and Dates
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Awards & Certification Video
SQM's call center service quality excellence awards and certification program is the most prestigious and sought after North American call center industry awards/certification program.. Click here to play video in Windows Media Player |
Client Testimonial Videos
Listen to SQM clients talk about how SQM helped them improve their FCR, Esat and Csat performance.  Click here to access client testimonial videos |
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