SQM’s 2016 Contact Center Best Practice Awards Announcement

Contact Center Best Practice Awards

SQM's 2016 Contact Center Best Practice Awards Announcement

1 of 2 Press Releases for SQM Awards
Published on January 30, 2017 PRWeb.com

These awards acknowledge organizations that have demonstrated best practices that have improved or helped maintain high first call resolution, customer satisfaction, and employee satisfaction performance. Both SQM clients and non-SQM clients submitted stories for our 2016 Contact Center Best Practice Awards. These prestigious contact center industry awards will be presented at SQM’s Customer Experience Conference, held at Sparkling Hill Resort in Vernon, British Columbia, May 2nd – 4th, 2017.

SQM is proud to honor the following Contact Center Best Practice Award Winners:



BlueCross BlueShield of South Carolina

Web Self-Service
FedEx Express Canada

Quality Assurance
Prime Therapeutics

Desktop Application(s)
Comcast Cable

CSR Recognition Program
Canadian Tire Financial Services

Career Development Program
UPMC Health Plan

Call Handling
VSP Vision Care

Escalation CSR Support
Capital One

Performance Management System
Scotia iTRADE

CSR Coaching Program
Nationstar Mortgage

CSR Training Program
BlueCross BlueShield of Vermont

CSR Hiring Process
Accenture Business Services for Utilities Inc.

Standard Operating Practices
Genworth & PerformRx

Continuous Improvement Process
Millennium1 Solutions

SQM Group would like to congratulate all award-winning organizations on their achievements!

About SQM Group

Service Quality Measurement (SQM) Group is a leading North American customer experience research firm for measuring and benchmarking customer’s experience using contact channels. SQM conducts accurate, reliable and actionable post-contact surveys for contact channels (e.g., call center, email, chat, IVR self-service and web self-service) and is recognized as the contact center industry Voice of the Customer (VoC) gold standard expert for measuring contact channel customer experience. In addition, SQM offers consulting services to help clients design and execute an enterprise wide customer experience strategy. In addition, we award organizations that have demonstrated world class or significant improvement in their contact channel FCR and OCR performance.