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Mike Desmarais

Mike Desmarais

About Mike Desmarais

Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike has over 25 years of customer experience measurement, benchmarking, and consulting experience. As a consultant, Mike has experience working with leading North American organizations on improving customer experience. Mike has developed 15 best practices that are fundamental to providing world class contact channel customer experience. 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 customer experience improvement. Mike is a pioneer and visionary for contact channels’ customer experience measurement of first call resolution, one contact resolution, omni-channel, customer emotion and retention metrics. Mike has written five thought-provoking contact channel customer experience 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, Canadian Tire, Blue Cross Blue Shield and VSP Insurance. In addition, Mike is a popular contact center industry thought leader with over 13,000 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.

Outside-In or Inside-Out CX Operating Practices

SQM’s CX research data reveals that 92% of contact center executives strongly agree or agree that improving CX is important, and given management’s struggle to accurately assess CX delivery and identify opportunities to improve CX, we thought it would be helpful to share SQM’s experience about the differences between Outside-In and Inside-Out CX operating practices.

May 31st, 2017|Categories: Customer Experience|Tags: |

What Today’s Connected Customers Really Want For CX

Today’s connected customers expect to resolve their inquiry or problem on the first contact regardless of what contact channel they choose to use. This conclusion is based on SQM’s research of benchmarking over 500 leading North American contact centers and conducting 7.5 million surveys with customers who used a contact channel to resolve an inquiry or problem.

March 3rd, 2017|Categories: Customer Experience|Tags: , |

Contact Center FCR Best Practices

Contact Center FCR Best Practices are based on SQM conducting customer and employee research with over 500 leading North American contact centers to identify who has world class or improving FCR performance. Furthermore, SQM did site visits with those contact centers that had world class or improving FCR performance to validate that their practice has a proven track record for improving FCR or for helping maintain world class FCR performance.

February 24th, 2017|Categories: First Call Resolution|Tags: , |

Top 10 Customer Experience Metrics

Today’s connected customers expect to resolve their inquiry or problem on the first contact effortlessly, regardless of what contact channel(s) they choose to use. Customers’ expectations to resolve any inquiry or problem using any contact channel they choose is a huge challenge for organizations to meet.

Customer Experience Strategy – Pulse Check

Most organizations are interested in developing a customer experience strategy because they are grappling with how to improve enterprise wide Customer Satisfaction (Csat). In fact, SQM research shows that the the majority (75%) of organizations’ enterprise wide Csat (top box rating response) is at the poor to average performance level.

November 4th, 2016|Categories: Customer Experience|Tags: , |

Celebrating Customer Service Representative Heroes

Recognizing customer representatives for resolving tough customer calls, and at the same time providing great customer experience, is one of the best practices for improving first call resolution and customer satisfaction.

September 20th, 2016|Categories: Customer Service Representative|Tags: , , |

FCR is More Than a Metric, it’s an Operating Philosophy

SQM is frequently asked, “What are the potential financial gains that can be expected from improving First Call Resolution (FCR)?” SQM’s research shows that, for the average contact center, a 1% improvement in FCR performance equals $285,000 in annual operational savings from the call volume reduction due to improving FCR.

World Class Certification for CSRs and Supervisors

Recognition practices are one of the lowest rated attributes by front line CSRs. Only 35% of CSRs are very satisfied with their center’s recognition practices.

August 23rd, 2016|Categories: CSR, Recognition Program|Tags: , , |

Business Case for One Contact Resolution

When the mission is to deliver world class customer satisfaction on any given contact channel, lower operating costs, increase customer referrals and reduce customer defections - one contact resolution is a must!

Enterprise Wide Customer Satisfaction is Mediocre for Most

SQM conducted an enterprise customer satisfaction study with leading North American organizations and we interviewed over 250 senior executives about overall organization customer experience strategy and practices. Most organizations are grappling with improving enterprise wide Customer satisfaction (Csat). In fact, the average enterprise wide Csat is only 65% (top box response).