SQM Group


23rd Annual Contact Center Industry Virtual Awards Ceremony

Welcome to SQM’s 2021 Contact Center Industry Awards. We celebrate the highest FCR and CX achievements in the contact center industry.

2021 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 more than 60 different First Call Resolution and Customer Service Awards and recognize the top-performing call centers and agents who have demonstrated excellence for FCR, Csat, Esat, and Best Practice performance. 

A gold award with contact center customer experience award on it

SQM Awards Celebration Video Premiere
May 19th 2022, 12:30 PT

2022 Call Center Awards Video

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

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2021 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 2021 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?

"Listening to members as they express themselves helps me to gauge if I need to make an outbound call to help resolve the situation, or if I just need to be empathetic in their moment of need. I take one call at a time and focus on the member to improve our member satisfaction."

Gerriah McNeil - Blue Cross Blue Shield of Massachusetts
Gerriah McNeil
Blue Cross Blue Shield of Massachusetts
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What Does World-Class CX Mean To Me?

"Our customers deserve the absolute best. At every given opportunity, it is essential that I take ownership over my customer’s issue or concern. It is very important to let the customer know that they are valued and matter. World-Class resolution must incorporate validation for the customer so they can feel heard."

Marquisha Jackson - BlueCross BlueShield of South Carolina
Marquisha Jackson
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"Even if someone is having the worst day, I want them to end our call feeling just a tiny bit better due to the customer service they received. I believe that there are many elements that go into providing the best customer service, but it boils down to how you would want to be treated if you were the one calling into customer service."

Sara Winter - Regence BlueCross BlueShield Plans
Sara Winter
Regence BlueCross BlueShield Plans
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What Does World-Class CX Mean To Me?

"World-Class call resolution means making sure the experience is positive by understanding the member’s needs and concerns, and addressing them in a timely matter. If research is needed, make sure to set expectations for follow-up. This also entails going above and beyond expectations."

Bridgett Kroyer - Regence BlueCross BlueShield Plans
Bridgett Kroyer
Regence BlueCross BlueShield Plans
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What Does World-Class CX Mean To Me?

"World-Class resolution means I have listened to all the member’s comments and concerns, and after researching all available resources, including my professional training and knowledge, I have resolved the reason for the call."

Sheryl Wilkinson - VSP Vision Care
Sheryl Wilkinson
VSP Vision Care
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2021 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 an awards package from SQM Group to celebrate their success and $1,000 in cash!

Take a look at the top 5 supervisors from 2021 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?

"Call resolution is answering our customers’ questions. World-Class call resolution captures the questions our customers didn’t consider. It empowers them with guidance, tools, and information they didn’t know they needed. World-Class call resolution uses our power, our resources, our compassion, and our knowledge to improve lives."

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

"World-Class call resolution means doing everything possible to ensure that a member is both very satisfied with their experience and confident that the reason for their call is resolved."

Amy Munger - Blue Cross and Blue Shield of Kansas City
Amy Munger
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 taking ownership of our caller’s experience. It means answering all questions, including ones the caller may not have known to ask. It means anticipating what else the caller may need as it pertains to their situation. It means taking action and advocating on a caller’s behalf whenever possible."

Mallory Johnson - Blue Cross and Blue Shield of Minnesota
Mallory Johnson
Blue Cross and Blue Shield of Minnesota
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What Does World-Class CX Mean To Me?

"World-Class call resolution is the service my CSPs give to members. It is the service I in turn strive to provide them by coaching, recognizing, elevating, and doing everything to help them succeed for themselves, and for our members. I coach my team to do their job so our member doesn’t have to call back for the same reason."

Teneshia Harris - BlueCross BlueShield of North Carolina
Teneshia Harris
BlueCross BlueShield of North Carolina
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What Does World-Class CX Mean To Me?

"To me, it’s all about the member being able to exhale and know that someone has their back, no matter how complex their situation may seem. It’s a combination of providing each member with a personalized experience while also inspiring confidence in the actions we say we’re going to take and delivering on those promises."

Rebecca Spencer - Regence BlueCross BlueShield Plans (Federal Employee Program)
Rebecca Spencer
Regence BlueCross BlueShield Plans (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"World-Class call resolution means taking ownership of the customers’ needs accurately the first time they call, while ensuring their issue is handled with dedication, energy, and care. To quote Albert Houtum-Schindler: “No amount of advertising can repair the damage done by failing to properly address a customer’s concern.” "

Alia Bawazer - VSP Vision Care
Alia Bawazer
VSP Vision Care
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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.

2021 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 an awards package from SQM Group to celebrate their success and $1,000 in cash!

Take a look at the top 25 CSRs from 2021 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?

"World-Class call resolution is about taking initiative to ensure that every customer interaction is memorable, and expectations are exceeded. The origin of this type of interaction is rooted in two things: understanding that no two customers are exactly alike, and that customer service should not be a one-size-fits-all experience. "

Anthonette Thomas - 407 ETR
Anthonette Thomas
407 ETR
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What Does World-Class CX Mean To Me?

"What World-Class customer service means to me is Kansans helping Kansans with a smile. Insurance is complex and can be frightening. When I speak with a member, I want to help carry that burden, to alleviate their fear, and to give them peace of mind while providing excellent customer service. "

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

"World-Class resolution, to me, means listening to the member’s problem and being proactive to make sure I can resolve that problem so that the member is satisfied with the customer service I have provided them."

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

"To me, World-Class resolution means more than just a resolved call. It means I listened, acknowledged, even laughed with the caller. World-Class resolution isn’t just the end result for me, it’s the journey to the resolution that really means the most. "

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

"Health insurance is not always easy to understand. A World-Class call means being able to explain the intricacies of insurance to meet a caller’s specific needs so they can make informed health care decisions, and at the end of a call hearing, “Thank you, that is the best explanation anyone has ever given me!”"

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

"It means I put myself in my customer’s shoes and actively listen to their needs. I get the opportunity to prioritize each customer and take ownership for resolving their inquiries, giving them peace of mind, and anticipating additional needs. A customer not only leaves confident, but with the assurance that I am there to support them."

Jill Adams - Blue Cross Blue Shield of Massachusetts
Jill Adams
Blue Cross Blue Shield of Massachusetts
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What Does World-Class CX Mean To Me?

"World-Class resolution is being able to create a friendly but professional conversation with the intent of resolving the situation at hand. It is very important for the member to feel comfortable so that they can express every concern, and so that I can completely resolve their situation. The tone I express is one of warmth and comfort."

Madeline Rodriguez - BlueCross BlueShield of North Carolina
Madeline Rodriguez
BlueCross BlueShield of North Carolina
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What Does World-Class CX Mean To Me?

"World-Class customer service means consistently exceeding customer expectations. It’s going out of your way to assure members that you can and will help them solve their problems. It’s striving to leave a positive and lasting impression on every member, every time."

 

Erin Jarrell - BlueCross BlueShield of South Carolina
Erin Jarrell
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"World-Class call resolution means the caller's concerns were satisfied. It leaves the caller feeling positive about the outcome and like he or she is the only person that matters. It is more than going above and beyond, it's a memorable feeling shared between advocate and caller that will never be forgotten."

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 experience is when a member calls and you complete that call with the member being 110% satisfied. It is rewarding when a member asks if they could speak with you every time they call into the call center. We should treat everyone with kindness because we never know what someone is going through. "

Carmen Storey - BlueCross BlueShield of South Carolina
Carmen Storey
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"It involves being proactive and looking for opportunities to assist the member in areas they may not have known to ask about. They need to hear you speak with confidence and believe that all their concerns are being addressed the first time they call. We work to understand and exceed our customers’ expectations. "

Minerva Robertson - BlueCross BlueShield of South Carolina
Minerva Robertson
BlueCross BlueShield of South Carolina
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What Does World-Class CX Mean To Me?

"When I put myself in the place of the member, I have a level of expectation for accuracy, quality, and service. Each call is different, each situation is different, but the level of service should be the same. Respect, empathy, care, and concern for the member’s issue should be felt through every call."

Mary Ortiz - BlueCross BlueShield of South Carolina (BlueChoice)
Mary Ortiz
BlueCross BlueShield of South Carolina (BlueChoice)
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What Does World-Class CX Mean To Me?

"World-Class means taking the customer experience and elevating it to the next level. Rather than leave extra work for the member, I advocate on their behalf. By standing in the gap between patient and provider, I play a vital role in the customer’s overall experience. My callers are more than just a number or a voice. They matter!"

Jessica Hathaway - BlueCross BlueShield of Texas (Federal Employee Program)
Jessica Hathaway
BlueCross BlueShield of Texas (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"World-Class distinguishes average from exceptional. My desire is to honor our members so that they feel special and valued in times of need. I am committed to identifying the needs that the caller is expressing and responding in a professional and considerate manner, leaving a positive and impactful experience with the member. "

Shelby Pitts - BlueCross BlueShield of Texas (Federal Employee Program)
Shelby Pitts
BlueCross BlueShield of Texas (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"Having a call go well or be World-Class is to say the customer felt like a member of my family or a part of my “community”. It becomes personal; I take time to listen to the customer’s needs. It allows me to share my beliefs of building trust, being caring, educating people, helping others, and loving all. "

Angela DeKlein - Consumers Energy
Angela DeKlein
Consumers Energy
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What Does World-Class CX Mean To Me?

"It means approaching each call with compassion and an eagerness to help. Adapt to the individual needs of each person we are speaking to, regardless of the time it may take. The people we help shouldn’t feel like they are just another number in our queue. If someone wants to take a few extra minutes to tell us about themselves, listen."

Nicole Lucarino - First West Credit Union
Nicole Lucarino
First West Credit Union
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What Does World-Class CX Mean To Me?

"It means exceeding expectations in customer service. It is actively listening, efficiently communicating, and educating the member on their benefits. Moreover, patience, professionalism, and being honest ensures a member that they are the most valued part of my day. It is the realization that there is a beauty in helping others."

Dora Wright - Florida Blue (Federal Employee Program)
Dora Wright
Florida Blue (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"Ensuring members of their value and satisfaction is my top priority. Treating members like gold means prioritizing their needs, showing them care and compassion. I take ownership with follow-up for a situation because a member’s time is valuable. A member may forget what you say or do, but they will not forget how you made them feel."

Valerie Russell - Florida Blue (Federal Employee Program)
Valerie Russell
Florida Blue (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"What World-Class means to me is providing the best service that I can provide to our members, as if I were the one on the other end of the call. "

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

"World-Class call resolution means providing outstanding service and exceeding customer expectations. It’s providing the best solutions, anticipating needs, and even solving problems before they happen. It’s providing a memorable experience and making customers feel valued, heard, and overly satisfied."

Josephine Ferro - Marchon/Altair
Josephine Ferro
Marchon/Altair
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What Does World-Class CX Mean To Me?

"Most of my customers are experiencing a hardship. As a team member, I build rapport and trust and give them my word. I reassure the customer that I am their advocate and will do everything I can to make their experience the best it can be as we work towards resolution. When our customer is happy and grateful, we win as a company!"

Sandra Cline - Mr. Cooper
Sandra Cline
Mr. Cooper
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What Does World-Class CX Mean To Me?

"When I think about World-Class call resolution, my first thought is: going above and beyond for our members. That can mean helping a member with a bill, or a member that just received the worst news of their life. World-Class call resolution means treating members as family – with kindness, dignity, and respect."

Chelsea Aynes - Regence BlueCross BlueShield Plans
Chelsea Aynes
Regence BlueCross BlueShield Plans
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What Does World-Class CX Mean To Me?

"World-Class call resolution means dedication, persistence, accountability, and always showing compassion and empathy. It is all about the member experience, doing my best to serve, and providing exceptional customer service. It is about making a difference in someone's day and ending a call with a happy and satisfied member."

Deleesa Williams - Regence BlueCross BlueShield Plans (Federal Employee Program)
Deleesa Williams
Regence BlueCross BlueShield Plans (Federal Employee Program)
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What Does World-Class CX Mean To Me?

"World-Class call resolution means that I have helped the member while providing exceptional customer service that is unique and above and beyond the standard. It means treating every call as its own and showing the member that I have a smile on my face, ready to help them even though they cannot see me. "

Julie Bolen - Security Health Plan
Julie Bolen
Security Health Plan
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What Does World-Class CX Mean To Me?

"World-Class service is handling customers' calls and treating each as if I were the customer. It means offering guidance, warmth, and friendliness with a smile. World-Class resolution is providing more than an answer. Members love reasoning and understanding."

Michael Miles - VSP Vision Care
Michael Miles
VSP Vision Care
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Want Next Year's CSR of the Year in Your Contact Center?

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.