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25th Annual Call Center Industry CX/QA Conference & Awards Ceremony

, The Coeur d'Alene Resort, Idaho

Updated May 24, 2024

Call Center CX Conference Agenda

This year, the 2024 conference will focus on strategies and tactics for automating and benchmarking quality assurance to improve FCR and customer satisfaction and lower costs.

Customer Service QA Conference and Industry Awards

SQM’s primary purpose is to help organizations improve their customer and employee experience performance - one individual at a time.

Year after year, SQM’s CX Conference receives world-class ratings from attendees. Be sure to register early as this event sells out every year!

Join us for this spectacular event hosted at The Coeur d'Alene Resort in Coeur d'Alene, Idaho.

SQM’s 2024 CX Conference and Industry Awards will take place May 22nd and 23rd with proven award-winning CX best practices speakers.

SQM will recognize award-winning contact centers and frontline employee performances for 50+ award categories including Contact Center of the Year, CSR and Supervisor of the Year, World Class Certification, and CX Best Practices. Our awards and certification programs are the most credible and rewarding recognition programs in the contact center industry because they are based on customers' experiences using contact centers and the employees working in them.

Great learning opportunities at the event for attendees including executive (by invite only) or management/supervisor best practice learning tracks, benefiting from networking opportunities, and participating in the FCR appreciation day activities. Attendees will discover ground-breaking CX/QA research and learn best practices to improve their customers’ experiences when contacting their organization and quality assurance. After relaxing and indulging in experiences that will last you a lifetime, we end the conference with a black-tie, gala awards celebration for all to enjoy!

2024 Conference Pricing

  • $3,300 for Executive Track* (Invitation Only) or $3,800 for Executive Track* + FCR Celebration Day (Invitation Only)
  • $2,200 for Supervisor/Management Track* or $2,700 for Supervisor/Management Track* + FCR Celebration Day
  • $1,100 for FCR Celebration Day* (a day to celebrate FCR success with your team — everyone from executives to agents)
  • $300 for Awards Gala Night only

* Note: Executive Track, Supervisor/Management Track, and FCR Celebration Day all include the Awards Gala Night.


  • $45 each way to/from Spokane airport

Promotional Offer

  • Early Bird: 10% off if registered and paid by February 29th
  • Group: 10% off if booking for 10 or more for Conference Executive/Management Tracks

CX Best Practices Conference Topics

  • The Current and Future State of the Call Centers
  • Using 360º Feedback to Ensure Call Compliance and Transform CX
  • How mySQM™ QA Score Can Benchmark Quality Assurance
  • Real-time Recognition to Motivate Agents to Deliver Great CX
  • AI-Generated Agent Self-Coaching that Empowers them to Improve CX
  • How to Improve Agent Soft Skills, Empathy, and Friendliness with AI-Generated Self-Coaching
  • How to Improve Agent Engagement and Retention
  • Best Practices for Automating QA Call Handling and Compliance
  • Monitoring, Motivating, and Managing Agents for Improving Csat and FCR
  • How to Achieve High Internal Collaboration and Supervisor Support
  • How to Provide Agent Training Knowledge to Resolve Complex/Challenging Calls
  • How Digital Touchpoints (e.g., chat, text, and social) can Improve Contact Resolution/CX
  • Leveraging Customer Analytics and Intelligence Solutions to Improve Call Resolution/CX
  • What It Took to be Call Center of the Year Winner in 2023
  • What It Took to be Best Performing Small Call Center Winner in 2023
an audience viewing a presentation on a stage


  • 85% of attendees rate this conference as world-class CX
  • Stay at Coeur d'Alene luxury golf & spa resort
  • Learn industry-proven strategies & tactics on how to improve CX & QA
  • Executive and Management CX/QA best practice learning tracks
  • CX/QA best practice presenters from award-winning call centers
  • Ground-breaking call center CX/QA research
  • Networking opportunities
  • Agent appreciation day activities
  • Awards ceremony celebration and gala dinner



Coeur d'Alene Resort

Why You Should Attend

Since 1996, SQM has brought hundreds of contact center, CX, CRM, and research leaders together for its annual CX conference and industry awards gala. 85% of attendees rate this conference as world-class customer satisfaction. Attendees tell us what they like best about attending SQM’s CX conference is the information that SQM shares from its ground-breaking CX research as well as the people, process, and technology best practices that have a proven track record of improving CX.

Who Should Attend

  • Customer Experience Officers
  • Contact center vice presidents, directors, and managers
  • Managers responsible for quality assurance
  • Staff managers who have responsibilities for improving CX
  • CX research, CX, and QA managers
  • Contact center quality assurance leaders
  • Most importantly, World Class Certified frontline supervisors and CSRs

Registration Not Yet Available

Registration is not yet open for our upcoming 2025 annual CX/QA conference and awards. We'll announce conference and registration dates when they are available.

Hotel & Event Location

The Coeur d'Alene Resort
115 S. 2nd Street
Coeur d'Alene, Idaho 83814


Reservation Information

The Coeur d’Alene Resort is located 38 miles (approximately 45 minutes) from the Spokane International Airport. Rooms for the conference will be available at a special promotional rate.

Guests’ reservations can be made individually through the Reservations Department by calling 888-965-6542 and referencing the SQM hotel block code: SQM24.

Coeur d'Alene Resort at Night

The Coeur d’Alene Resort’s lavishly appointed guestrooms and suites are perfect for the modern traveler featuring spacious, well-defined living and work areas and oversized bathrooms. The sophisticated accommodations are ideal no matter the occasion.

Guests’ reservations can be made individually through the Reservations Department by calling 888-965-6542. The SQM hotel block code for reference is SQM24. Please note that Room Category, Views, and Bed Types are not guaranteed. The SQM room block cut-off date was April 9, 2024 so reservations may no longer be guaranteed. Reservations can be canceled up to 7 days prior to arrival without penalty. No-shows will be charged the cost of the entire stay to the Guest's credit card as a cancellation fee.

To book transportation from the airport, please call the Coeur d’Alene Resort at 888-965-6542 and ask about reserving the airport shuttle. Shuttle transportation can also be booked online here. Shuttle rates are $90 per person round-trip from the Spokane Airport but the resort can handle transportation for any size group seamlessly with their VIP town car, six custom limo vans (6 and 8 passengers), and mini coach (13 passengers).

The Coeur d'Alene Resort

The Coeur d'Alene Resort is a world-renowned destination for vacation, business, romance, and fun, overlooking a stunning alpine lake in a quaint, friendly downtown lakeside atmosphere. The resort is located on the north shore of Lake Coeur d'Alene, acclaimed by National Geographic as one of the most beautiful lakes in the world. In the years since its founding in 1986, the resort has grown into a top travel site for visitors from near and far and is proud to be considered part of Pacific Northwest history. In addition to the world-famous golf course featuring the world’s only floating green, amenities at the resort include The Coeur d’Alene Resort Spa, convention facilities, a marina, a fitness center and pools, shops, and various restaurants and nightlife — all featuring excellent service, incredible views, and an emphasis on the beautiful natural surroundings.

Hotel Amenities

  • CDA Resort’s 17-story tower rises above downtown at the edge of Lake Coeur d’Alene
  • Each room is upscale, well-appointed designed with your enjoyment in mind
  • Complimentary WiFi internet access
  • Fitness facility with indoor and outdoor pool
  • Room services, 6:00 AM – 11:00 PM
  • Concierge staff will help you enjoy everything Coeur d’Alene has to offer

Rooms & Suites

At The Coeur d'Alene Resort, our lakefront and lake view rooms and suites have been engineered inside and out with your comfort in mind. All of our rooms feature superior soundproofing, individual ventilation units, elevated beds, sofas, spacious bathrooms, widescreen ultra HD television displays, media players, USB charging outlets, high-speed internet access, and reading chairs. Each room is designed to maximize the spectacular views of Lake Coeur d'Alene and surrounding mountains while providing guests with an upscale residential atmosphere.

Coeur d'Alene

Appreciation Activities

CDA Resort Spa

Embark on a blissful journey to serenity, where the harmonious essence of the Pacific Northwest awaits. The Coeur d’Alene Resort Spa beckons you to immerse yourself in tranquility and rejuvenation, tailored to your desires. Upon entering our sanctuary, you'll discover a haven of relaxation infused with the soothing embrace of nature. Unwind amidst the tranquil ambiance and indulge in a range of premium amenities. Take a dip in the inviting pool, luxuriate in the bubbling hot tub, bask in the warmth of the sauna, and recline in the serene relaxation lounge, enveloped in tranquility before and after your chosen package.

Delight in crafting your unique spa experience by selecting from our carefully curated package options, each designed to elevate your senses and restore your inner balance. Choose from indulgent combinations such as the Swedish Massage with Pedicure, Swedish Massage with Manicure, Swedish Massage with Shampoo and Style, Facial with Pedicure, Facial with Manicure, or Facial with Shampoo and Style.

At The Coeur d’Alene Resort Spa, your path to relaxation and renewal begins with us. Surrender to the allure of tranquility and let your journey to serenity unfold effortlessly.

Northern Idaho Float Plane

Enjoy a tour of Lake Coeur d’Alene and its beautiful bays and coves from above. See some of the fantastic homes dotted along its banks. Fly over the charming historic town of Harrison and follow the Coeur d’Alene river passing over the Chain Lakes.

You may see some of the local wildlife including bears, elk, and moose on your flight! We then climb over some of the magnificent forests that surround the area and descend back down over the lake. Finally, you see the worlds only floating golf green and the wonderful town of Coeur d’Alene, culminating in a smooth landing next to the beach.

Downtown Wine Tasting & Brewery Tour

Embark on a delightful journey of discovery with The Coeur d’Alene Wine Tasting, Breweries & More walking tour. Immerse yourself in the rich flavors of North Idaho as you leisurely stroll through downtown Coeur d’Alene. Experience a curated selection of local tastes at three to four carefully chosen establishments, each offering a unique and enticing array of tastings. This delectable itinerary promises a delightful adventure for your group, filled with laughter, camaraderie, and unforgettable moments.

Here's to cheers, friendship, and creating lasting memories together!

Golf at CDA Resort

Experience the thrill of golf like never before at one of the most iconic destinations in the sport – the Famous Floating Green on the 14th hole. Your adventure begins as you arrive in style via water taxi, welcomed by your personal forecaddie who is ready to enhance your golfing experience. Set against the stunning backdrop of the lake, this challenging course promises an exhilarating game amidst breathtaking views. Impeccably groomed and expertly designed, the course complements your skills and adds an extra layer of excitement to every swing. Prepare to be treated like a VIP with unparalleled service that caters to your every need, ensuring that each round feels like a special occasion. Renowned publications such as Golf Digest, Golf Magazine, and Conde Nast Traveler have hailed this experience as one of the world's best in golf, further adding to the allure of this extraordinary destination.

As you embark on your 18-hole round, we wish you the best of luck and a memorable golfing adventure filled with thrilling challenges and unforgettable moments on the green.

Mountain Treetop Zipline

Prepare for an adrenaline-fueled forest adventure like never before in Coeur d'Alene! Strap in for an epic journey featuring 7 exhilarating ziplines, 2 skybridges and jaw-dropping views that will leave you breathless. Your outdoor escapade kicks off with gearing up and a scenic drive along Lake Coeur d'Alene to Beauty Bay. Once arriving at the base of the mountain, get ready for the thrill of an exciting mile-long UTV drive, navigating an 800-foot vertical climb that leads you to the edge of the sky. Take your first step off the platform and into the canopy as you soar from tree to tree, experiencing the forest from a whole new perspective.

Conquer the course and return to the resort, cherishing memories of an unforgettable outdoor adventure!

Registration Not Yet Available

Registration is not yet open for our upcoming 2025 annual CX/QA conference and awards. We'll announce conference and registration dates when they are available.