SQM Group

22nd Annual Contact Center Industry Virtual Awards Ceremony

Welcome to SQM’s 2020 Contact Center Industry Awards. We celebrate the highest FCR and CX achievements in the contact center industry.

About Our Call Center Awards

Since 1996, SQM has been awarding organizations for Contact Center First Call Resolution(FCR), Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. SQM’s Awards Program is considered the most prestigious and sought-after North American contact center industry awards. What makes SQM’s awards unique is that they are based on customers who have used a contact center, and/or employees who work in a contact center. We have highlighted some of the incredible First Call Resolution and  customer experience achievements of our award-winners in the presentation above, and you can follow the link below to view all of the 2020 award winners.

 

A gold award with contact center customer experience award on it

SQM Awards Celebration Video Premiere
May 20th 2021, 12:30 PT

Leave a comment for the award winners or describe what your awards mean to you and your contact center.

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2020 CSR CX Improvement Winners

The CSR Top World Class CX Improvement awards truly define the spirit of individual improvement. The winners of this award have each proven that they have driven a significant advancement in their customer resolution and satisfaction performance.

To be eligible, an agent must have a 10% or greater annual world class CX metric improvement from the previous year. In addition, call center management must also validate and support an agent’s eligibility in submitting an example of a great customer service that the agent delivered in the last year.

Take a look at the 5 winners from 2020 and scroll over their images to read what their achievement means to them.

SQM Customer Experience Award

What Does World-Class CX Mean To Me?

"Each time I say, “How can I help you?” there’s a different issue to solve. It could be something simple, like a date of birth change; or something like claims issues, that will take lots of research and multiple phone calls. But no matter what, the solution is the same, a happy member – And that’s what World-Class call resolution is."

Clarece Haney - Regence Blue Cross and Blue Shield Plans
Clarece Haney
Regence Blue Cross and Blue Shield Plans
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What Does World-Class CX Mean To Me?

"World-Class call resolution means that you have given your best. You have provided outstanding service to the member to handle the situation. Making sure that the matter is resolved the first time and providing the member with all pertinent information to prevent call back for the same issue."

Heidi Grant - VSP Vision Care
Heidi Grant
VSP Vision Care
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What Does World-Class CX Mean To Me?

"To me World-Class call resolution means anticipating and exceeding the member's expectations. It’s about helping the member feel like an active participant and creating a positive customer experience. It means exuding confidence, kindness, and professionalism while taking the time to explain and provide all the information to settle the reason for the call. "

Jenna Albertine - HealthNow New York Inc.
Jenna Albertine
HealthNow New York Inc.
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What Does World-Class CX Mean To Me?

"World-class call resolution means going above and beyond to leave a member with the best experience possible, leaving a positive view not only of yourself but the company. Being world-class is being a step above all others and providing that extra level of empathy, knowledge and experience."

Keri Bonin - Blue Cross Blue Shield of Rhode Island
Keri Bonin
Blue Cross Blue Shield of Rhode Island
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What Does World-Class CX Mean To Me?

"Like a snowflake, no two calls are the same. Every person I talk with is unique. World class means doing whatever is necessary to get each member the answer they deserve: the right answer. If I can make the member’s interaction a helpful one the first time around, I can turn what could have been a negative experience into a positive one."

Richard Merkel - Security Health Plan
Richard Merkel
Security Health Plan
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2020 Finalists for Supervisor of the Year

From hundreds of supervisors all over North America, these individuals represent the pinnacle in delivering World-Class CX performance each and every day.

To be eligible for the Supervisor of the Year Award, CSRs can submit a nomination describing how their World-Class Certified Supervisor helps them deliver great customer experience. The Supervisor of the Year winner receives a World-Class CX medallion, a trophy award to display on their desk, and $1,000 cash!

Take a look at the top 5 supervisors from 2020 and scroll over their images to read what their incredible achievement means to them.

SQM Customer Experience Award

What Does World-Class CX Mean To Me?

"World-Class resolution has many definitions to me, it means providing all customers a memorable experience. Owning an issue from beginning to end. Conveying that I value their time while representing my employer to the best of my abilities. Looking for that moment to make difference, letting them know that I care, and I am here to help."

Fred Jackson - VSP Vision Care
Fred Jackson
VSP Vision Care
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What Does World-Class CX Mean To Me?

"World Class call resolution means representing 407 ETR in a manner that builds brand loyalty by delivering a memorable service experience before, during and after the interaction. It means treating your employees with the same level of internal service that you expect them to deliver outside your organization’s walls."

Karandeep Singh - 407 ETR
Karandeep Singh
407 ETR
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What Does World-Class CX Mean To Me?

"In my opinion World-Class Resolution means delivering an exceptional customer experience. Exceeding the member's needs on first contact, taking them out of the loop and ensuring resolution. It is compassion, commitment, empathy and efficiency. Instilling confidence and trust that we will always be there to help when it matters most."

Lauren Gould - HealthNow New York Inc.
Lauren Gould
HealthNow New York Inc.
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What Does World-Class CX Mean To Me?

"The most meaningful definition of World Class call resolution comes from the intangible moments. Giving a member a sense of relief during a stressful time. Letting each member feel our care and concern for them. Making them feel like we’re on the same team. The moment when a member thanks you for being there to help them. "

Mary Calissie - Highmark Health
Mary Calissie
Highmark Health
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What Does World-Class CX Mean To Me?

"World-Class call resolution is the ability to not only resolve the member's issue, which is one of the most important factors, but during the call the member experienced passion, empathy, no homework, educated, and the member felt like they mattered. Their issue is my issue."

TeRance Golden - Blue Cross and Blue Shield of Kansas City
TeRance Golden
Blue Cross and Blue Shield of Kansas City
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Are Your Supervisors Effective World-Class Coaches?

CSR coaching has never been more effective than with the CX Essentials Coaching Tracker found in mySQM CX Insights software. Learn how our powerful software improves coaching by using VoC survey feedback to track customer experience performance and to identify individual CSR coaching opportunities. Discover how your contact center can benefit from having a coaching platform based on customer experience soft skills and best practice suggestions tailored to individual CSR improvement opportunities.

2020 Finalists for CSR of the Year

The CSR of the Year is one of SQM’s most prestigious and sought-after awards. The competition is fierce with thousands of competitors in the running, but there are only 25 finalists and one winner crowned as the CSR of the Year.   

To be eligible for the CSR of the Year Award, World-Class Certified CSRs can submit a nomination describing what makes their customer experience delivery great. The CSR of the Year winner receives a World-Class CX medallion, a trophy award to display on their desk, and $1,000 cash!

Take a look at the top 25 CSRs from 2020 and scroll over their images to read what their achievement means to them.

SQM Customer Experience Award

What Does World-Class CX Mean To Me?

"When I was growing up, I lived with my great grandparents for several years. Much of my time was spent taking care of them and this is where my drive to support others began. To me, World-Class call resolution means showing empathy always, easing the members concerns, and answering their questions with confidence. "

Alassa Gevanni - Blue Cross and Blue Shield of Kansas
Alassa Gevanni
Blue Cross and Blue Shield of Kansas
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What Does World-Class CX Mean To Me?

"My goal for each call is to have them feeling happier than when they began their conversation with me. I try to adapt to the stride of the caller’s character and attitude so that we communicate better. Provide customers with all the possible information, so that their experience with CE is a positive experience."

Amy Jo Schultz-Porter - Consumers Energy
Amy Jo Schultz-Porter
Consumers Energy
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What Does World-Class CX Mean To Me?

"World-Class Resolution means to work together to deliver a World-Class experience by inspiring each other to put our customers first. World-Class resolution is embedded in our training and goals making it all possible. An amazing team gives consistent engagement with one another that allows you to focus on the same values."

Brittany Badua - Blue Cross and Blue Shield of Kansas City
Brittany Badua
Blue Cross and Blue Shield of Kansas City
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What Does World-Class CX Mean To Me?

"World-Class call resolution means helping each caller with the issue they are facing from their initial call. To do so, you must be their advocate by going above and beyond by removing barriers to solve their issues, provide the caller peace of mind. Take the time to listen, show you care and understand, and resolving their issues is World Class!"

Chrissy Chandler - Regence Blue Cross and Blue Shield Plans
Chrissy Chandler
Regence Blue Cross and Blue Shield Plans
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What Does World-Class CX Mean To Me?

"It means treating people how you want to be treated, with respect, dignity, and most of all kindness. We always strive to go beyond what is expected of us so that our members choose Blue Cross Blue Shield of North Carolina. Keeping our member satisfied is always a top priority."

Christine Castro BlueCross BlueShield of North Carolina
Christine Castro
BlueCross BlueShield of North Carolina
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What Does World-Class CX Mean To Me?

"I sometimes joke with my members about being like my favorite detective, Nancy Drew. I ask questions, follow the clues to obtain the answers, and use my investigation skills to solve their inquiry. If I have taken one thing off their “to do” list, to me, that is World Class call resolution. "

Courtney Gilfillian Horizon Blue Cross Blue Shield of New Jersey
Courtney Gilfillian
Horizon Blue Cross Blue Shield of New Jersey
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What Does World-Class CX Mean To Me?

"I want members to know that I value their concern. I want them to experience a friendly informative conversation that I invest 100% with the member throughout the phone call. I want the member to feel that the concern was resolved. My team is what has inspired me to do my job well every day and hold myself to a higher standard. "

Gretchen Gladden - Blue Cross and Blue Shield of Kansas City
Gretchen Gladden
Blue Cross and Blue Shield of Kansas City
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What Does World-Class CX Mean To Me?

"World-Class call resolution is what I strive for every time I answer that next call with a smile. Taking the time to listen to the caller and show that I am invested in understanding the conflict and working with our customer to find resolution is important to me. I’m willing to do the extra steps it takes to ensure resolution!”

Hannah Tomeny Blue Cross and Blue Shield of Vermont
Hannah Tomeny
Blue Cross and Blue Shield of Vermont
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What Does World-Class CX Mean To Me?

"World-Class Call Resolution means that I can handle the members issue on the first call. I put myself in the members shoes and alleviate all the stresses in resolving their reason for calling. It means empathizing with the member so that they feel valued as a customer and is so rewarding. World-Class Call Resolution means everything to me!"

Jantiest Damon BlueCross BlueShield of South Carolina
Jantiest Damon
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"World-Class call resolution is passed on to a customer at the point of contact with an agent. The experience is molded by the agent’s ability empathize, take ownership of the call, and promptly provide an answer to a question. I attempt to create an experience that is knowledgeable, kind and can offer a solution on the initial contact."

Jason O'Connell Security Health Plan
Jason O'Connell
Security Health Plan
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What Does World-Class CX Mean To Me?

"First Call Resolution means that I have partnered with my customer to provide the highest level of service that not only meets their immediate needs, but future needs the customer may not even be aware of. I resolve their issue correctly the first time so my customer does not have to be inconvenienced with follow up calls."

Jennifer King - Consumers Energy
Jennifer King
Consumers Energy
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What Does World-Class CX Mean To Me?

"World class call resolution requires compassion and kindness, no matter the situation. Giving my full attention, I use empathy, knowledge and all resources to provide a holistic approach to ever concern. I want each person to leave the call knowing they were understood, feeling confident in the quality of service they received."

John O'Brian - Florida Blue (Federal Employee Program)
John O'Brian
Florida Blue (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"You can get to world-class, you can make excuses, you can’t do both.” – Robin Sharma There are no excuses and no giving up when providing a world class call experience. There is no challenge that is too big. With a smile on your face and kindness in your heart, you take responsibility and do whatever it takes to resolve the call."

Kasia Starzec Blue Cross and Blue Shield of Vermont
Kasia Starzec
Blue Cross and Blue Shield of Vermont
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What Does World-Class CX Mean To Me?

"World class call resolution means many things, on the surface it means that our members are efficiently served and those same members trust that they will get that legendary service each time they call. I am proud to be part of the team that provides World Class service that callers have come to appreciate from us."

Kay Landers - VSP Vision Care
Kay Landers
VSP Vision Care
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What Does World-Class CX Mean To Me?

"Delivering World-Class call resolution comes with many factors. I see it as empathizing, formulating solutions, making the call, and showing members that we are here to personally assist their needs. It’s making sure to instill confidence within the member that we are dedicated to seeing their inquires through resolution. That’s the goal!"

Keisha Wrigh - Blue Cross Blue Shield of Massachusetts
Keisha Wright
Blue Cross Blue Shield of Massachusetts
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What Does World-Class CX Mean To Me?

"A World-Class call resolution to me entails not only resolving the client’s issue but to also go above and beyond. Exceeding expectations always results in a World-Class call. I love helping other people so when a client calls in with a problem then I treat it as if it were my own."

Mahul Patel Scotia iTRADE
Mahul Patel
Scotia iTRADE
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What Does World-Class CX Mean To Me?

"World-Class call resolution means that the customer is fully satisfied. As a representative of Mr.Cooper, I am proud of the work I perform every day, and all that I can for our customers. I am ecstatic to work for such an amazing company and want all our customers to know that we are always here to help in any way possible."

Meagan Cockrell - Mr. Cooper
Meagan Cockrell
Mr. Cooper
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What Does World-Class CX Mean To Me?

"I will take ownership of the problem, whether it is an internal problem or not, and work diligently to get the issue solved. I do not want our customers to worry about a problem or to try to handle it on their own. It is important to me that they know I will handle the problem and there is nothing else they need to do."

Scarlet Jones - Highmark Health
Scarlet Jones
Highmark Health
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What Does World-Class CX Mean To Me?

"Respect, confidence, and trust are the foundation of World-Class call resolution. Members who call should have trust in their insurance company and expect that they will be treated with care each time. I strive to treat all our members with equal respect, regardless of situation, and work hard to serve them all in the same way."

Sharon Kelley - HealthNow New York Inc.
Sharon Kelley
HealthNow New York Inc.
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What Does World-Class CX Mean To Me?

"A world class resolution call to me is resolving a prior authorization issue when the surgery is tomorrow, making sure the caller has a set delivery date for their life dependency medication or as simple as a caller requesting an identification card to take to a scheduled office visit."

Stacy Small BlueCross BlueShield of South Carolina
Stacy Small
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"When a member leaves a call feeling happy and appreciative of what you have done and will do, when that member is totally satisfied and takes comfort knowing you will handle whatever the issue is, that’s providing a World-Class member experience. It means making them feel they are more than a customer, they’re family!"

Starlight Ervin - BlueCross BlueShield of South Carolina
Starlight Ervin
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"World-Class Call Resolution means providing service I’d expect if an issue occurs and needs to be resolved. Greeting the call with a smile and confidence that can be heard and felt. Actively listening, while giving security that the issue will be professionally handled. Removing worry and leaving the customer with a level of comfort."

Tiana Pierce - AmeriHealth Caritas
Tiana Pierce
AmeriHealth Caritas
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What Does World-Class CX Mean To Me?

"World Class call resolution to me means treating each call as family. Doing whatever it takes to understand the members needs and make sure you think outside the box to get it resolved. We may not know what that member is going through but if we take time to listen, understand then you can work to get to the bottom of the issue."

Tracy Shifflett Blue Cross and Blue Shield of Kansas City
Tracy Shifflett
Blue Cross and Blue Shield of Kansas City
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What Does World-Class CX Mean To Me?

"World-Class call resolution means providing exceptional service and always going the extra mile making sure to address/answer all questions the first time. It also means to show compassion and care. To provide World-Class service on my calls means that I must give my very best on every call. "

Victoria Stanford - AmeriHealth Caritas
Victoria Stanford
AmeriHealth Caritas
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What Does World-Class CX Mean To Me?

"To me, World-Class Calls are when you put yourself in the callers shoes, make sure that by the end of the call the caller has a better understanding of what the issue was, and they now have the tools they need to resolve any issue that may arise in the future."

Zamir Matos - Blue Cross Blue Shield of Rhode Island
Zamir Matos
Blue Cross Blue Shield of Rhode Island
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Do You Want Next Year's CSR of the Year in Your Contact Center?

Discover how the powerful features of SQM's FCR insights software can help elevate your team into award-winning CSRs and create great customer experiences.