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

, The Coeur d'Alene Resort, Idaho

Updated February 6, 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.

Hotel Room Rate 

  • May 21 – 23 (3 nights)
  • $255/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 Now Open

Registration is now open for our upcoming 2024 annual CX/QA conference and awards. Register today!

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.

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.

SQM’s room block has rooms for $255 per night. Guests’ reservations can be made individually through the Reservations Department by calling 888-965-6542 or using the reservation button above. 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 is April 9, 2024. After that time, reservations at the room rate of $255/night may not 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

Wine Tastings

When Beverly’s Restaurant opened in 1986, it was immediately recognized as a world-class wine destination. Since then, the list has been awarded multiple consecutive Wine Spectator Magazine Grand Awards, the DiRoNa Fine Dining Award, the Four Diamond: AAA Award, and more. With nearly 2000 wine selections, the Award Winning Signature Wine List certainly makes for a good read, however, you may prefer to skip it all together and let Beverly's do the work of finding the right wine for your evening!

SQM Conference Spa & Relaxation

Spa Treatments

Escape to a world of relaxation, inspired by the natural elements of the Pacific Northwest. At The Coeur d’Alene Resort Spa, your journey into peace and tranquility is yours to create. Browse our complete menu of services, treatments, and packages to plan and book your own perfect day at the Spa. Choose between more than a dozen different massage treatments providing various kinds of relaxation and pain relief.

SQM Conference Spa & Relaxation

Floating Green

It’s one of the best-known icons in golf – the Famous Floating Green on the 14th hole. Arrive by water taxi, greeted by your personal forecaddie. The lake is a gorgeous backdrop – as well as a formidable challenge. The expertly groomed course complements your game. The superb attention to service makes you a VIP, every time you play. The experts at Golf Digest, Golf Magazine, and Conde Nast Traveler agree – this is one of the world’s best golf experiences.

CDA Golf

Wineries & Craft Breweries

Coeur d'Alene has several wineries and craft breweries for you to visit and discover a way of life that includes the making of wine and craft beer. You will find some of the most delightful tasting wine, and robust craft beers, but most of all – you will find the people and scenery beyond compare. Over a dozen within a 15-minute walk from the Coeur d'Alene Resort.

Wineries & Craft Breweries

Chocolate Truffle Making

Have you ever wondered how your favorite chocolate shop makes those yummy, silky-smooth, melt-in-your-mouth truffles? This hands-on class is your opportunity to find out how easy it is to make them yourself, with just a few simple ingredients.

chocolate truffle making

Mountain Treetop Zipline

7 lines, 2 sky bridges, and views that are out of this world are what make this the ultimate outdoor experience in Coeur d’Alene. A Yamaha Viking UTV will be waiting for you upon arrival at the property. An exciting mile-long drive, with an 800ft vertical foot climb, is what lies between you and your first step off the platform and into the sky!

mountain treetop zipline