Conference & Awards Videos
Contact Center of the Year
Award: Contact Center of the Year Award
Best Performing Small- to Mid-Sized Contact Center Award
Award: Best Performing Small- to Mid-Sized Contact Center Award
CSR of the Year
Award: CSR of the Year
Pamela Cragin
BCBS South Carolina
Supervisor of the Year
Award: Supervisor of the Year
Shantell Edwards
407 ETR
What SQM clients are saying about winning an award...
Award: CSR Recognition Program
Emily Fair
BlueCross BlueShield of Vermont
Award: Career Development
Sonia Trozzo
Sun Life Financial
Award: Call Handling Practice
Rosemary French
Canadian Tire Financial Services
Award: Escalation CSR Support
Matt Schricker and Daniel McLaughlin
BCBS of Massachusetts
Award: CSR Training
Mary Murcott and Lisa Gregovich
Dialog Direct, Prime Therapeutics and VSP Vision Care
Award: CSR Selection
Rachel Stuchberry and Gabriella Marrone
Accenture
Award: IVR Self-Service Channel
Lisa Duenas
VSP
Award: Web Self-Service Channel
Scott Webb
Fortis BC
Award: Quality Assurance
Jennie Bradley
Millenium1 Solutions
About SQM conference and awards…
Conference Video
SQM’s contact center service quality excellence awards program is the most prestigious and sought after North American contact center industry awards program. 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. On an annual basis, SQM conducts over 1.5 million surveys with customers who have used a contact center and over 25,000 surveys with employees who work in contact centers. In addition, SQM recognizes organizations that have demonstrated FCR Best Practices for the following categories: Quality Assurance Program, Desktop Application(s), CSR Recognition Program, Career Advancement, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching, CSR Training Program and CSR Hiring Process. SQM has been awarding organizations for their FCR, Csat, Esat and Best Practice performance since 1996.
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