SQM's 2012 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 experience research and best practices.

• Special offer for…Executives, Managers and Analysts

• Special offer for…World Class Supervisors and CSRs

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 500-800 call center peers, family members and friends 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. In fact, over 70% of our tracking clients improve their FCR year over year.

At this year's conference there are 5 distinct learning tracks:

1. Executive Forum Track (by invitation only)
   • Mike Desmarais President and Founder of SQM will introduce SQM’s new book on First Call Resolution which focuses on research and best practices for improving FCR.
2. Management Track
   • Sarah Kennedy SVP of SQM and SQM client presenters who have achieved world class FCR performance will share FCR best practices
3. Analyst Track
   • Lara Pow Chief Operating Officer of SQM will share new advancements on mySQM reporting web portal tool and how to use this technology for making FCR improvements
4. Supervisor Track
   • Kevin Greaves VP of SQM and SQM client presenters who have achieved world class certification performance will share best practices for leveraging world class supervisors to improve FCR performance
5. CSR Track
   • Andrea Pow VP, Ryan Bouwmeester of SQM and SQM client presenters who have achieved world class certification performance will share best practices for leveraging world class CSRs to improve FCR performance