Mike Desmarais, MBA, is the Founder and Chief Executive Officer of SQM Group. Mike received his MBA from Athabasca University in February of 2020. Mike has over 25 years of customer experience (CX) measurement, benchmarking, and consulting. As a consultant, Mike has experience working with leading North American organizations on improving CX. Mike has developed several key best practices that are fundamental to providing world class contact channel customer experiences. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant CX improvement. Mike is a pioneer and visionary in contact channels’ CX measurement of first call resolution, one contact resolution, omni-channel, CX greatness, customer emotion, and retention metrics. Mike has written five thought-provoking contact channel CX research books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care. In addition, Mike is a popular contact center industry thought-leader with over 20,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world class satisfaction rating for speaking at those events.
Lara Pow, DBA, is President of SQM Group. Lara has a Doctorate in Business Administration and a Master’s degree in Mathematical Physics. Lara is a member of the Insights Association, American Marketing Association, and American Association for Public Opinion Research. She has over 15 years of research and analysis experience. Lara has contributed to the research for SQM’s books, World Class Call Center, First Call Resolution, FCR Best Practices and co-authored SQM’s most recent books, One Contact Resolution (1st and 2nd editions). Lara oversees all aspects of operations for SQM including finance, technology, data processing, and product development. Lara joined SQM Group in August of 2006.
Sarah Moffat, Ph.D., is Vice President of Research with SQM Group. Sarah completed her Ph.D. in Mathematics at the University of British Columbia, with a focus on Analysis and Optimization. Sarah is a member of the Professional Association for Customer Engagement (PACE). She has over 10 years of research experience and her responsibilities include quality assurance, data analysis, customized research, and compliance. Sarah joined SQM Group in January of 2011.
Glen Mah, BSc, is Senior Vice President of Security and Technology with SQM Group. Glen has over 20 years of I.T. experience and has played a key role in the design and implementation of large corporate and commercial applications. Glen manages the technical team and is responsible for all of SQM’s software development, I.T. Infrastructure, and I.T. Security and Privacy practices. Glen joined SQM Group in January of 1996.
Nader Ghattas, MBA, is the Senior Vice President of Consulting and Business Development and brings over a decade of experience in CX and EX improvement consulting to SQM. Holding an MBA and an honours degree in business management, Nader started his career as a TSR at SQM. Having moved on to vocations in investment banking, supply chain management and international business, Nader returned to SQM in 2012. As a chief spokesperson for SQM’s powerful customer and employee experience improvement offerings in software innovation, best practice consulting, and awarding, Nader has been passionately promoting CX improvement to the contact center industry.
Jonathan Bepple, MSc., is Associate Vice President of Client Advocacy with SQM Group. Jonathan completed his MSc in Systems Science at the University of British Columbia, with a focus on model building and analysis. He has over 5 years of research experience and his responsibilities include customer account management, business development, data analysis, and customized research. Jonathan joined SQM Group in April of 2017
Lisa Desmarais, BA, is a senior managing partner for day-to-day operations and administration of the SQM contact center. Lisa has 10+ years’ experience working at SQM. Her primary duty is to manage the contact center, in addition to; recruiting, selecting and conducting annual performance evaluations with SQM telephone survey representatives.
Adam Marwood, BSc, is Director of Software Development with SQM Group. Adam completed his degree in computer science at the University of British Columbia, and has over 10 years of experience with application / web development. Adam is responsible for overseeing and aiding with the development and maintenance of SQM’s software, including the mySQM™ CX Insights software for capturing, analyzing, reporting, and actioning customer and employee experiences. Adam joined SQM Group in July of 2007.
Brian Wilkinson, BBA, is Director of Operations with SQM Group. He got his start in the industry during the tech boom in the Silicon Valley and has worked with highly branded organizations, primarily in the technology sector, to help build and recruit around these organizations strategic goals. His bachelor’s degree is from Dixie State University in Business Administration and Brian brings many years of operational and human resource experience with him. Brian’s responsibilities are day-to-day operations, administration, corporate social responsibility, and human resources. Brian joined SQM Group in July of 2019.
Pam Havens, BBA, is a Senior Manager of Client Advocacy with SQM Group. She has her bachelor’s degree in Business Administration, Marketing concentration, from the University of Washington. She helped open the SQM Coeur d’Alene contact center as the center manager before moving to an account management role. Pam has over 25 years of experience in retail and contact center management. She has a passion for helping others to improve the customer experience. Pam joined SQM Group in January of 2013
Rylan Jay, BHK, is a Senior Manager of Client Advocacy with SQM Group. He has his bachelor’s degree in Business Management, from the University of British Columbia. He has over 10 years of experience in the customer service, retention and financial industries and brings with him a wealth of knowledge in customer relation/service management. Rylan joined SQM Group in May of 2019.
Cynthia Harkness is a Senior Manager of Client Advocacy with SQM Group. She has over 15 years of customer service experience in the financial and legal industries. Cynthia joined SQM Group in July of 2015.
Julie Henstock, BA, is Senior Manager of Business Development with SQM Group. Julie earned her bachelor’s degree in Political Science with a focus in International Relations. Julie is responsible for communications, content creation, and business development through digital marketing, social media, website development, webinars, and workshops. Julie has several years of industry related best practice knowledge and service experience, and contributed as the lead editor for SQM’s research books, World Class Call Center, First Call Resolution, FCR Best Practices, and One Contact Resolution (1st and 2nd editions). Julie joined SQM Group in March of 2007.
Jesse Potts, MA, has a Master’s degree in Sociology and is Lead Analyst with SQM Group. He has over 10 years of research and analysis experience. Responsibilities include preparing reports and the reporting of data collection. Jesse’s role also includes data analysis and customized research. Jesse joined SQM Group in January of 2009.