SQM’s Call Center Industry FCR Best Practices Conference 2015

Join SQM in Coeur d'Alene, Idaho in 2015!

  •  Click here to open the 5 great reasons to join SQM in Coeur d’Alene, Idaho in 2015

SQM Clients and non-Clients are Invited to the Conference

SQM's 2015 Call Center First Call Resolution (FCR) Best Practices Conference is about sharing FCR research and the top 10 FCR best practices which are based on award winning call centers. SQM has evaluated over 500 call centers and has determined who has the best practices (i.e., quality assurance, desktop application(s), recognition, career advancement, call handling practices, performance management, coaching, training, hiring, and customer feedback) for improving FCR or providing world class FCR. Both SQM clients and non-SQM clients are eligible for the Best Practice Awards. (Click here for best practice awards details) to learn more about the nomination process.

In addition, SQM has introduced the new Vendor FCR Best Practice Awards for the top 10 best practice categories. These awards recognize the Vendors who have had a positive impact on their client’s FCR performance! (Click here for Vendor FCR Best Practice Awards details) and learn more about the vendor nomination process.

SQM benchmarks over 500 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. 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 improving FCR or providing world class FCR performance, lowering their operating costs and retaining customers. In fact, over 70% of our tracking clients improve their FCR year over year.

SQM will be recognizing award winning call centers and front-line employee performance. SQM recognizes award winning organizations for their FCR, Csat, Esat and best practice performances (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 experiences using call centers and/or employees working in call centers. 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 over 500 call center peers is extremely gratifying.

At this year’s conference SQM will be introducing its new book, First Call Resolution Best Practices, (click here to purchase book) which is based on evaluating over 500 call centers and determining who has the best practices. Our book covers the Top 10 FCR Best Practices from our award winning call centers.

First Call Resolution Best Practices

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

  1. Executive Track – June 2nd to 4th, 2015 (by invitation only 25 to 30 participants)

    • Mike Desmarais, President and Founder of SQM, and award winning best practice call center leaders will share their practices used for improving FCR and/or achieving world class FCR. Each SVP participant will also share their experiences with each best practice area discussed.
  2. Management Track – June 2nd to 4th, 2015 (managers and supervisors)

    • Sarah Kennedy, SVP of SQM, and award winning best practice call centers leaders will share their practices used for improving FCR and/or achieving world class FCR. There will also be Q & A for each FCR best practice session. The CSR track is only on June 4th.
  3. Analyst Track – June 4th, 2015 (program administrators and analysts)

    • 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. CSR Appreciation Day – June 4th, 2015

    • A day of fun activities to show appreciation for CSRs. Activities available include everything from lake kayaking, paddle boarding, wine tasting, relaxing at the spa, cooking classes, golfing or a visit to Silverwoods Theme Park!
  5. Vendor Exhibit – June 3rd and 4th, 2015

    • At this year’s conference we are inviting our FCR Best Practice winners to host a discussion table with the vendors that they judge to have been key to their success. Discussion will be informal where participants drive the discussions through the questions they ask.


Awarding World Class Call Center Performers

Why You Should Attend

Discover the top 10 best practices for improving FCR and Csat from award winning call centers and the vendors who helped them:

  • Quality Assurance Program
  • Desktop Application(s)
  • Recognition Program
  • Career Advancement Program
  • Call Handling Practice
  • Real-Time CSR Support Queue
  • Performance Management System
  • CSR Coaching Program
  • CSR Training Program
  • CSR Hiring Process

Each presenter will share the following insights for each best practice topic

  • Describe how their best practice works
  • If they incorporate customer feedback into their best practice and if so, how?
  • How satisfied are CSRs with their best practice for helping them resolve calls
  • Show the link between your FCR/Csat performance and their best pratice
  • All best practice presenters have successfully improved FCR
    or achieved world class FCR.

Who Should Attend?

  • Call center vice presidents and directors that have frontline (CSR) responsibilities
  • Managers responsible for call center customer experience
  • Staff managers that have responsibilities for improving call center FCR and customer retention performance
  • Senior staff managers that have call center quality assurance responsibilities
  • Most importantly, World Class Certified frontline supervisors and CSRs

Location and Dates

CDA Resort, Couer d’Alene, Idaho.

June 2, 2015
FCR/Csat Research 9:30AM to 11:30AM
FCR Leader Session (1) 1:00PM to 2:00PM
FCR Leader Session (2) 2:00PM to 3:00PM
FCR Leader Session (3) 3:00PM to 4:00PM
June 3, 2015
Executive Track 8:30AM to 3:00PM (by invitation only)
Management Track 8:30AM to 3:00PM
Vendor Exhibit 3:00PM to 5:00PM
June 4, 2015
Executive Track 8:30AM to 3:00PM (by invitation only)
Management Track 8:30AM to 3:00PM
Analyst Track 8:30AM to 3:00PM
CSR Appreciation Day 8:30AM to 4:30PM
Vendor Exhibit 3:00PM to 5:00PM
Awards Night 6:00PM to 10:00PM