26^th Annual Call Center QA/CX Conference Agenda

Our mySQM™ automated QA solution is the #1 ranked QA Tool on G2 reviews for user customer satisfaction in the Americas market.

We will share our best practices for leveraging QA to improve First Call Resolution and Customer Satisfaction, such as:

• Evaluating up to 100% of customer interactions using AI.
• Accurately measure and benchmark QA metrics against other call centers.
• Predicting customer satisfaction for every call with up to 95% accuracy.
• Conducting post-call surveys to calibrate QA evaluation scores.
• Providing agents with self-coaching & self-training tools to empower them.
• Offering agents with real-time financial recognition to motivate them.
• Reduce the cost for evaluating calls for your in-house and outsourced evaluators.
• Trend Analysis to determine agent behavioral trends that need addressing.

Using these QA best practices, we help call centers monitor, motivate, and manage agents, driving exceptional customer satisfaction and operational excellence.

mySQM™ Auto QA Solution for Evaluating QA, Call Resolution, and CSAT - Proof of Concept

Florida Blue, FEP Program

Steve Toth, FEP Service Manager

In this part of the session, you will hear directly from clients who participated in the mySQM™ Auto QA Solution proof of concept. They will share the following lessons learned:

• How the proof of concept successfully demonstrated the ability to accurately evaluate QA calls, generate QA scores, and predict key performance indicators such as CSAT and Call Resolution.
• Gain insight into the innovative call calibration process, designed to fine-tune GenAI model to align with post-call survey results—achieving up to 95% accuracy in CSAT prediction.
• Dive into the real-world opportunities and challenges organizations are navigating as they move to full-scale implementation of Automated QA.

This speaker will discuss how they excel in personalization and empathy, tailoring each interaction to the Customer's unique needs and preferences using data from past interactions to provide relevant and seamless support. Agents are trained to listen actively, convey understanding, and address concerns with genuine care, creating a connection that goes beyond transactional service. By combining emotional intelligence with customer insights, the call center builds trust and leaves customers feeling valued and understood. Learn about how they use:

• Using Data for Contextual Interactions: Personalizing service based on customer history and preferences.
• The Human Touch: Teaching agents to convey empathy and build trust during interactions.
• Creating Memorable Experiences: Going beyond issue resolution to satisfy customers.

This speaker will discuss how their call center empowers its customer service agents and focuses on comprehensive training, equipping them with the skills and tools needed to excel. Agents are supported with real-time insights, AI-driven assistance, and access to customer histories, enabling them to resolve issues quickly and effectively. The call center builds agent confidence by fostering autonomy and encouraging decision-making, which increases customer satisfaction. Learn about:

• Building Agent Confidence and Competence: Training programs for skill development.
• Agent Autonomy: Allowing agents to make decisions that benefit the Customer.
• Reducing Burnout: Stress management and motivation strategies to keep agents engaged.

Discover how Blue KC transformed their approach to call handling by shifting focus to resolution-driven service skills back in 2018—and how they've kept the momentum going ever since. By continuously refining their program to stay relevant, motivating, and effective, they’ve empowered their agents to consistently deliver exceptional customer experiences. The results speak for themselves: in 2024, their team achieved their best performance ever, fueled by confidence, engagement, and a clear sense of purpose. Learn about their:

• Leadership-Driven Commitment to FCR & Member Experience: Monthly Leadership CX Focus sessions and a dedicated Service Champion role
• A Modern, Holistic Training Program: Curriculum blends technical know-how with soft skills, emotional intelligence, and effective call-handling strategies.
• Purposeful Coaching & Call Calibration: Ongoing, targeted coaching builds agent confidence, develop skills, and drive continuous improvement.

This speaker will discuss how their call center excels at understanding customer expectations, prioritizes active listening, and uses data-driven insights to anticipate needs and preferences. Agents are trained to respond empathetically and precisely, ensuring every interaction feels personalized and meaningful. By aligning their processes and communication styles with customer expectations, the center resolves issues efficiently and creates a seamless, satisfying experience that fosters trust and loyalty. Learn about:

• Anticipating Customer Needs: Using data and feedback to predict and meet customer demands.
• Personalization at Scale: Tailoring interactions to create high customer satisfaction.

Discover how Blue Cross and Blue Shield of Kansas provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Learn how Blue Cross and Blue Shield of Vermont provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of the excellent customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and Esat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Our new mySQM™ Auto QA software is here! Come to the demo booth for a short presentation on how you can evaluate 100% of the calls, benchmark QA metrics, and QA scores, and predict CSat scores. Speak with SQM's experts on using mySQM™ Auto QA to improve CX, EX, and costs.

Our mySQM™ automated QA solution is the #1 ranked QA Tool on G2 reviews for user customer satisfaction in the Americas market.

We will share our best practices for leveraging QA to improve First Call Resolution and Customer Satisfaction, such as:

• Evaluating up to 100% of customer interactions using AI.
• Accurately measure and benchmark QA metrics against other call centers.
• Predicting customer satisfaction for every call with up to 95% accuracy.
• Conducting post-call surveys to calibrate QA evaluation scores.
• Providing agents with self-coaching & self-training tools to empower them.
• Offering agents with real-time financial recognition to motivate them.
• Reduce the cost for evaluating calls for your in-house and outsourced evaluators.
• Trend Analysis to determine agent behavioral trends that need addressing.

Using these QA best practices, we help call centers monitor, motivate, and manage agents, driving exceptional customer satisfaction and operational excellence.

mySQM™ Auto QA Solution for Evaluating QA, Call Resolution, and CSAT - Proof of Concept

Florida Blue, FEP Program

Steve Toth, FEP Service Manager

In this part of the session, you will hear directly from clients who participated in the mySQM™ Auto QA Solution proof of concept. They will share the following lessons learned:

• How the proof of concept successfully demonstrated the ability to accurately evaluate QA calls, generate QA scores, and predict key performance indicators such as CSAT and Call Resolution.
• Gain insight into the innovative call calibration process, designed to fine-tune GenAI model to align with post-call survey results—achieving up to 95% accuracy in CSAT prediction.
• Dive into the real-world opportunities and challenges organizations are navigating as they move to full-scale implementation of Automated QA.

This speaker will discuss how their call center empowers its customer service agents and focuses on comprehensive training, equipping them with the skills and tools needed to excel. Agents are supported with real-time insights, AI-driven assistance, and access to customer histories, enabling them to resolve issues quickly and effectively. The call center builds agent confidence by fostering autonomy and encouraging decision-making, which increases customer satisfaction. Learn about:

• Building Agent Confidence and Competence: Training programs for skill development.
• Agent Autonomy: Allowing agents to make decisions that benefit the Customer.
• Reducing Burnout: Stress management and motivation strategies to keep agents engaged.

Discover how Blue KC transformed their approach to call handling by shifting focus to resolution-driven service skills back in 2018—and how they've kept the momentum going ever since. By continuously refining their program to stay relevant, motivating, and effective, they’ve empowered their agents to consistently deliver exceptional customer experiences. The results speak for themselves: in 2024, their team achieved their best performance ever, fueled by confidence, engagement, and a clear sense of purpose. Learn about their:

• Leadership-Driven Commitment to FCR & Member Experience: Monthly Leadership CX Focus sessions and a dedicated Service Champion role
• A Modern, Holistic Training Program: Curriculum blends technical know-how with soft skills, emotional intelligence, and effective call-handling strategies.
• Purposeful Coaching & Call Calibration: Ongoing, targeted coaching builds agent confidence, develop skills, and drive continuous improvement.

This speaker will discuss how their call center excels at understanding customer expectations, prioritizes active listening, and uses data-driven insights to anticipate needs and preferences. Agents are trained to respond empathetically and precisely, ensuring every interaction feels personalized and meaningful. By aligning their processes and communication styles with customer expectations, the center resolves issues efficiently and creates a seamless, satisfying experience that fosters trust and loyalty. Learn about:

• Anticipating Customer Needs: Using data and feedback to predict and meet customer demands.
• Personalization at Scale: Tailoring interactions to create high customer satisfaction.

This speaker will discuss how they excel in personalization and empathy, tailoring each interaction to the Customer's unique needs and preferences using data from past interactions to provide relevant and seamless support. Agents are trained to listen actively, convey understanding, and address concerns with genuine care, creating a connection that goes beyond transactional service. By combining emotional intelligence with customer insights, the call center builds trust and leaves customers feeling valued and understood. Learn about how they use:

• Using Data for Contextual Interactions: Personalizing service based on customer history and preferences.
• The Human Touch: Teaching agents to convey empathy and build trust during interactions.
• Creating Memorable Experiences: Going beyond issue resolution to satisfy customers.

Discover how Blue Cross and Blue Shield of Kansas provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of their great customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and ESat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Learn how Blue Cross and Blue Shield of Vermont provides world-class First Call Resolution, Customer and Agent Satisfaction performance. They will share some of the excellent customer service results and insights on how they achieved their success, such as:

• Sharing their FCR, CSat, and ESat results
• Their secret sauce for achieving world-class CX
• How they collaborate with other departments/functions
• Their best learning and biggest mistake

Our new mySQM™ Auto QA software is here! Come to the demo booth for a short presentation on how you can evaluate 100% of the calls, benchmark QA metrics, and QA scores, and predict CSat scores. Speak with SQM's experts on using mySQM™ Auto QA to improve CX, EX, and costs.