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Welcome to SQM’s 2019 Contact Center Industry Awards. We celebrate the highest CX achievements in the contact center industry here.
Since 1996, SQM has been awarding organizations for Contact Center Customer Experience (CX), Employee Experience (EX), and CX 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 CX achievements of our award-winners in the presentation above, and you can follow the link below to view all of the 2019 award winners.
SQM’s Contact Center Customer Experience Benchmarking and Tracking studies are your path to eligibility in the industry’s most sought after CX Awards.
SQM is viewed by the contact center industry as being the thought leader and the gold standard for measuring, benchmarking, improving, and awarding CX. We conduct voice of the customer research and awarding for all major contact channels, like call center, IVR self-service, email, web self-service, and chat.
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 2019 and scroll over their images to read what their achievement means to them.
What Does World-Class CX Mean To Me?
"Whenever you speak with a member, they have invested their time and called in to have someone listen to their questions and concerns. I give them my full attention and treat that person as you or someone you care about would wish to be treated. With respect, empathy and giving them as much help as I’m able to."
"Customers usually have a lot going on in their lives. Hopefully when they contact me I can alleviate some of their stress by resolving any issue quickly & thoroughly. I take pride in being able to help in some small way so that they can feel relieved that their healthcare is one thing they don’t have to worry about."
"Achieving World-Class customer service means that I have made a real difference in the lives of our members. This can be a very difficult job at times and this recognition means that the days that I have struggled have resulted in something meaningful for the members that I have served."
"This award is about everything I can do to help and to ALWAYS put our members first. I put myself in their position and help in any way I can with any challenge. I want to always ensure I communicate clearly with them to help resolve any issues they have concerns about."
"World-Class customer experience is a goal that becomes a habit; a lifestyle. To share information and smiles with our members means doing so in every aspect of life. It means that providing positive experiences isn’t a job, it’s just what a good person should do."
"World-Class customer experience means to me is that I am doing my job and helping provide our members with great customer service. Taking the time to listen to our members and just be there for them."
"World-Class customer experience means providing a service that leaves our customers feeling like they just spoke with someone who cared about their issue and spoke to them with compassion, understanding, and respect. An experience they will share with their friends and family. An experience with a resolution!"
"In my training to become a CSR, an instructor gave me the best advice you can get, treat the person on the other end of the phone like they are your mother, father, sister, brother or grandparent. Help them the way you would hope someone would help your own relative. This motivates me to advocate for our members and elevate their experience."
"World-Class member experience to me is when you have completed the call and the member is 100% satisfied. Most importantly knowing you have treated the member like family and not just a customer and they tell you how satisfied they are and wish they could speak with you directly every time they call in for assistance."
"World-Class customer service means doing the leg work to resolve a members issue on the 1st call. World-Class member experience means to make sure you meet their needs and questions on that call and provide that service with a smile."
"World-Class CX is highlighted by three areas: 1) Properly identifying the client’s issue. 2) Clearly addressing their problems and concerns. 3) Solidifying the trust and confidence of the client by adding value to the customer relationship. For any of this to occur however, we must first listen to and empathize with our client."
"World-Class member experience is one in which the member is confident and satisfied the service rep and has resolved their issue successfully. When a CSR acts swiftly to assist the member through listening, utilizing resources and taking the member out of the loop, the member understands the CSR has been attentive, empathetic and understanding."
"Achieving this award, to me, means I put myself in my member’s shoes, knowing they chose us. I try to always act in their best interest while being an ambassador for our brand. When our call is over they should feel confident in the information they received and glad they chose BCBSMA."
"I know for sure that at the end of the call, the member has a clear understanding how the policy works, every question has been answered and the issue resolved. The member leaves the call feeling confident in the information I provided."
When I think of World-Class, luxury, grand, over-the-top come to mind. That is what World-Class CX is to me. Going above and beyond the call of duty to ensure our members have an enjoyable and memorable experience with us. It’s giving them peace of mind.
"Receiving this means providing a level of daily service that ensures the customer feels valued and heard. To leave a lasting impression that feels genuine and authentic. I accomplish that by engaging the customer as if they were my most valuable contact of the day while balancing their needs with the needs of the business."
"People in our lives can leave us with a positive or negative feeling following an interaction, so to me a World-Class experience is a feeling over action. To be World-Class is to know I give someone that feeling and peace of mind no matter how big or small their issue is."
"World-Class member experience to me is when after a call that took many phone calls, hoops to jump through, and hours to resolve, that same member can go home and say “I got this done today”. That we were able to take the member out of the middle, do the work for them and mark it off their checklist."
"I believe that World-Class customer service begins with being present and demonstrating active listening skills, to facilitate trust and encourage the client’s participation towards a cooperative resolution. Set the stage for success by emanating a sincere 'I care and I can help' tone and attitude."
"To me, this award means when the member calls you can outperform exceeding their expectations; ensuring that we are all human and understand!"
"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!"
"Achieving this award means actively listening to members’ concerns, treating all members with respect and making it known I’m here to listen and focus on their needs. I treat each member like a person and not a number. I only promise what I can deliver which builds loyalty and establishes trust. Going ‘above and beyond’ is the standard."
"What World-Class customer or member experience means to me is… seeing my member through all the confusion and worries that medical care and insurance brings. It means taking ownership, walking that extra mile on their behalf, providing first call resolution, and resolving their call."
"World-Class customer experience means that I have assisted our customer in a way that they feel valued as a person, cared about as a customer and taken care of like family!"
"Providing World-Class customer service means a lot to me. It motivates me to go above and beyond to ensure my customers are happy. This award also motivates me to continue to be an excellent Customer Service Representative."
Discover how the powerful features of SQM's CX insights software can help elevate your team into award-winning CSRs and create great customer experiences.
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 6 supervisors from 2019 and scroll over their images to read what their incredible achievement means to them.
"World-Class customer service is providing an experience our members and CXRs feel good about. It's the connection and one on one interaction where CXRs are making an impact by resolving member concerns, and members know they are being taken care of by a representative that truly cares about their well-being."
"World-Class experience for me is about supporting and encouraging my team to provide their best to each caller. I believe every contact represents an opportunity to alleviate stress, give options and/or provide information, helping members in the future. The team goal is to reach our best and impactfully touch the life of each caller."
"To me, a World-Class customer experience means connecting to our members. It means helping our members feel like they matter in the moments during our interactions with them. It means meeting each customer wherever they are, with empathy and a readiness to do whatever it takes to resolve their issue."
"I believe the best service we can give to our members is being able understand their issue and to be able to resolve that issue on the first call."
"World-Class service is exceeding a member’s expectations in all situations. By consistently exceeding that expectation, it creates a relationship based on trust and loyalty."
"It means that I have considered the Voice of the Customer (VoC) at every exchange. The importance of the customer experience permeates every aspect of what I do, down to selecting the right people to interface with our customers. With the end goal being that our members issues are completely resolved, and they are overjoyed with the service received."
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.