CXM Software for Contact Centers
Studies Designed to Improve and Provide Great CX
Awards Recognizing the Best in CX and EX Delivery
The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
SQM’s Contact Center Customer Experience (CX), Employee Experience (EX), and CX Best Practice Awards are the most prestigious and sought-after North American contact center industry awards. An overview of 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 contact centers that have demonstrated Best Practices for the following categories: Omni-Channel, Web Self-Service, IVR Self-Service, Email Channel, Emerging Channels (e.g., Chat, Video Chat, Mobile Application), Quality Assurance Program, Desktop Application(s), Recognition Program, CSR Career Development, Call Handling Practice, Escalation CSR Support, Performance Management System, CSR Coaching, CSR Training Program, CSR Selection Process, Standard Operating Procedures, and Continuous Improvement Process. SQM has been awarding organizations for their CX and EX results, as well as CX Best Practice performance since 1996.
Contact Center of the Year
CX Best Practice Awards
Contact Center FCR Improvement
World Class CSR, Supervisor and
Contact Center CX Certification
CSR of the Year and Top 24 Finalists
Supervisor of the Year and Top 5 Finalists
SQM benchmarks over 500 leading North American contact centers on an annual basis and has been conducting first call resolution (FCR), customer satisfaction (Csat), employee satisfaction (Esat), contact center benchmarking studies, and CX Best Practice evaluations since 1996. Organizations that have participated in SQM’s benchmarking studies during the awards year, January 1 - December 31, qualify for SQM’s contact center customer experience (CX) awards program. We have more than 50 different awards and recognize the top performing organizations for achieving world class FCR, Csat, Esat, and CX Best Practice performance.
Every year, SQM holds a grand gala awards celebration for organizations and frontline employees who have superior CX performance at a 5-star intimate hotel with over 400 clients attending the awards gala ceremony. What makes SQM’s award gala celebration so special is that frontline representatives, managers, and CEO level attend this gala event. Awards are determined by our clients’ customers using their contact center. For many frontline representatives who are being honored with an award, it is their greatest business accomplishment. You have to imagine how powerful of an impact it is for frontline representatives to fly to another country (e.g., the USA to Canada), stay at a 5-star hotel, and enjoy a full day of appreciation activities (e.g., wine tour, a world-class spa, golf, etc.). After a full day of appreciation activities, frontline representatives get all dressed up in formal attire to receive an award in front 400 people. Many tears of joy take place in winning these awards.