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Two-Day FCR / Csat Call Center (Public or In-house) Workshop Leaders |
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Mike Desmarais President and Founder of SQM Group Mike Desmarais is the President and Founder of SQM Group. Mike has over 20 years of call center service quality benchmarking, measurement and management experience. As a consultant, Mike has experience in working with leading North American call centers on improving their first call resolution, cost, employee satisfaction and customer satisfaction performance. Mike has also written and published dozens of articles on call center service quality in many leading journals and call center customer service publications and is the author of the thought-provoking book, World Class Call Center. Mike is considered North America's leading authority on call center first call resolution and customer protection best practices. In addition, Mike owns and operates his own call center, located in Vernon B.C., with over 100 frontline representatives who conduct telephone customer satisfaction surveys and call quality assurance assessments. |
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Sarah Kennedy Partner and Senior Vice President of Client Services with SQM Group Sarah Kennedy, BSc, is a partner and senior Vice President of Client Services with SQM Group. Sarah has 16 years experience in the service quality field. She is the co-founder of the Customer Contact Strategy Forum, an association of senior contact center executives in North America. Sarah uses her skills of facilitation and speaking to work closely with clients to develop service quality improvement action plans. She has also written and published many articles on contact center service quality benchmarking for many contact center customer service publications. |
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Lara Pow Vice President of Quality and Analytics with SQM Group Lara Pow, MSc, is Vice President of Quality and Analytics with SQM Group. Lara has her Master's degree in Mathematical Physics and she is currently working on her PhD in IT at Waldon University. She has 8 years of research and analysis experience. Lara manages quality assurance and the reporting of data collection. Specifically, her responsibilities include data analysis, report compilation, quality compliance and product development. |
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