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25th Annual Call Center CX/QA Conference Agenda

, The Coeur d'Alene Resort, Idaho

Updated January 30, 2024

25th Annual Call Center CX/QA Conference Agenda

May 21 – 23, 2024

Executive Track

May
21

Registration

12:00 PM - 7:00 PM

Lobby Lounge

SQM cordially welcomes guests to the beautiful Coeur d'Alene Resort. Conference attendees can pick up a welcome package, sign up for the mySQM demonstration, and get information on the events.

Networking Reception

6:00 PM - 9:00 PM

Lakeview Terrace

Mingle on the terrace after you arrive and enjoy the views while having food and drinks.

May
22

Breakfast

7:30 AM - 8:30 AM

Conference Center — Casco / Kidd Island Bay

Keynote #1: The Current and Future State of the Call Center

Mike Desmarais

Founder and CEO — SQM Group

Nader Ghattas

Chief Customer Experience Officer — SQM Group

8:30 AM - 10:00 AM

Conference Center — Bay 5

Looking Back on 2023: Did Call Centers Improve Customer and Employee Experiences?

SQM Will Share the Following Top 10 Call Center Benchmarks:

  1. First Call Resolution
  2. Customer Satisfaction
  3. Average Handle Time
  4. Service Level
  5. Callers Put on Hold
  6. Call Transfers
  7. Complaint Calls
  8. Agent Satisfaction
  9. Agent Turnover
  10. Agent Utilization

Looking at 2024 and Beyond: The Future of Call Centers for Managing Customer and Employee Experiences

Top Initiatives of the Future:

  • Using 360° 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

Break

10:00 AM - 10:30 AM

Conference Center — Casco / Kidd Island Bay

Leveraging Customer Analytics and Intelligence Solutions to Improve Call Resolution/CX

Presenter TBD

10:30 AM - 11:15 AM

Lake View Tower — Floor 7 — Boardroom 5ABC

Presenter TBD will discuss how to leverage customer analytics and intelligence solutions effectively. Businesses can optimize call resolution processes, enhance CX, reduce costs, and build stronger customer relationships. It's an ongoing effort that requires a commitment to CX data-driven decision-making and a customer-centric approach. Learn about how they:

  • Gather data from various touchpoints, including contact logs, call recordings, chat transcripts, emails, social media interactions, and customer surveys
  • Analyze customer feedback, both positive and negative, to identify trends and areas for QA, CX and EX improvement
  • Monitor KPIs such as mySQM™ QA score, first call resolution rates, customer satisfaction scores, and average call handling times
  • Use customer analytics on an ongoing basis using a closed-loop process
  • Regularly review and update their analytics models and strategies to adapt to changing customer needs and performance

How to Improve Agent Soft Skills, Empathy, and Friendliness with AI-Generated Self-Coaching

Presenter TBD

11:15 AM - 12:00 PM

Lake View Tower — Floor 7 — Boardroom 5ABC

Presenter TBD will discuss how AI-Generated Agent Self-Coaching is used so Agents can coach themselves to achieve World-Class QA and Csat scores. Agent self-coaching isn't challenging to get your head around. In most cases, agents have done some self-coaching without even realizing it. Self-coaching for call center agents involves taking ownership of coaching for themselves to improve their performance. Learn how Presenter TBD improved agent soft skills using AI-Generated Agent Self-Coaching to help improve:

  • Customer Quality Assurance Performance
  • Agent Engagement
  • Agent Soft Skills, Empathy, and Friendliness

Lunch

12:00 PM - 1:00 PM

Lake View Tower — Floor 7 — Beverley's

Monitoring, Motivating, and Managing Agents for Improving Csat, FCR and Positive Behaviors

Presenter TBD

1:00 PM - 1:45 PM

Lake View Tower — Floor 7 — Boardroom 5ABC

Real-time financial recognition operates on a simple yet powerful principle —acknowledging and rewarding positive behaviors exhibited by call center Agents within minutes of the call they just handled and delivered great CX. Award points earned by the Agent are converted to dollars and redeemed using an SQM debit card. Learn why this recognition program is great for monitoring, motivating, and managing agents to improve FCR. Learn about how:

  • Agents can earn award points based on positive behaviors and high Csat and FCR achievements
  • Games are a fantastic way to boost motivation in the workplace
  • Points earned by Agents are converted to dollars and can be redeemed using an SQM debit card
  • SQM's real-time financial recognition program is more effective than other recognition initiatives because of its emphasis on instant gratification

How to Improve Agent Engagement and Retention in a Work-from-Home Environment

Presenter TBD

1:45 PM - 2:30 PM

Lake View Tower — Floor 7 — Boardroom 5ABC

The quiet quitting and great resignation have brought us a seemingly endless onslaught of call center issues, such as poor CX and higher operating costs. In addition, recent SQM Group research shows that managers feel their biggest problem operating a call center effectively and efficiently is high agent turnover and absenteeism. Learn how Presenter TBD has only 15% annual agent turnover using a combination of best practices to improve Agent Engagement and Retention, such as:

  • A comprehensive onboarding training program that equips agents with the required knowledge and skills
  • Providing regular feedback and coaching sessions to understand opportunities to Improve CX
  • An outline of a clear career path for agents within the call center or the organization
  • Recognizing and rewarding exceptional performance with incentives, bonuses, or public acknowledgment

Wine Tasting Break

2:30 PM - 3:30 PM

Award-Winning Wine Cellar Room

How Digital Touchpoints (e.g., chat, text, and social) Can Improve Contact Resolution/CX

Presenter TBD

3:30 PM - 4:15 PM

Lake View Tower — Floor 7 — Boardroom 5ABC

Improving digital touchpoints for achieving high contact resolution and CX is crucial for businesses to enhance customer satisfaction and retention. Here are some strategies that Presenter TBD will share to help you achieve better results, such as:

  • Ensuring seamless integration of digital touchpoints like chat, text, and social media with other customer support channels (e.g., phone, email)
  • Making sure your digital touchpoints are responsive and user-friendly across various devices and screen sizes
  • Utilizing data and analytics to personalize interactions. Personalization can include addressing customers by name and custom solutions
  • Implementing AI-driven chatbots to handle routine inquiries and tasks. Chatbots can provide immediate responses, freeing up human agents to focus on more complex issues

Networking

4:15 PM - 5:00 PM

Dinner

5:00 PM - 8:30 PM

Coeur d'Alene and Spirit Boats

Meet at the lakefront boardwalk of the Coeur d'Alene Resort to board the Coeur d'Alene and Spirit boats between 5:00 and 5:30 PM to cruise the lake and listen to the sounds of Kosh. The boat departs at 5:30 PM.

May
23

Breakfast

7:00 AM - 8:00 AM

Conference Center — Casco / Kidd Island Bay

Keynote #2: 2023 Call Center of the Year Winner

Presenter TBD

8:00 AM - 8:45 AM

Conference Center — Bay 5

Discover how TBD 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

Keynote #3: 2023 Best Performing Small-to-Mid-Sized Call Center Winner

Presenter TBD

8:45 AM - 9:30 AM

Conference Center — Bay 5

Learn how TBD 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

mySQM™ Customer Service QA Software Special Announcement

9:30 AM - 9:45 AM

Conference Center — Bay 5

Break

9:45 AM - 10:15 AM

Conference Center — Casco / Kidd Island Bay

mySQM™ Customer Service QA Software Demonstration

10:00 AM - 3:00 PM

Conference Center — Bay 6

The new mySQM™ Customer Service QA software is here! Come to the demo booth for a short presentation on how clients improve their QA, CX, and EX with the new mySQM™. Watch a demonstration and speak with SQM's experts on how you can use mySQM™ QA to improve CX, EX, and costs.

Lunch

12:00 PM - 1:00 PM

Conference Center — Casco / Kidd Island Bay

Wine Reception

5:00 PM - 6:00 PM

Lakeview Terrace

Mingle on the terrace and enjoy the views while having a few drinks before the main event.

Call Center CX Industry Awards and Gala Dinner

6:00 PM - 9:00 PM

Conference Center — Bay 3-4

Be dazzled with participants dressed in formal attire at SQM's 25th Annual CX Gala Industry Awards celebration, recognizing world-class performing organizations and individuals who provide great CX as judged by the customers they serve and employees who work in the contact center.

Post-Gala Extravaganza

9:00 PM - 12:00 AM

Conference Center — Bay 3-5

After the awards gala, join us for photo booth pictures, team-building games, and team caricature art pictures! Prizes for the best photo booth pictures, Olympic winners, and best team caricature pictures will be given at 11:30 PM. We will also have live music with SuperChrome after the awards ceremony, with team dance contests and special prizes for the winners.

Management Track

May
21

Registration

12:00 PM - 7:00 PM

Lobby Lounge

SQM cordially welcomes guests to the beautiful Coeur d'Alene Resort. Conference attendees can pick up a welcome package, sign up for the mySQM demonstration, and get information on the events.

Networking Reception

6:00 PM - 9:00 PM

Lakeview Terrace

Mingle on the terrace after you arrive and enjoy the views while having food and drinks.

May
22

Breakfast

7:30 AM - 8:30 AM

Conference Center — Casco / Kidd Island Bay

Keynote #1: The Current and Future State of the Call Center

Mike Desmarais

Founder and CEO — SQM Group

Nader Ghattas

Chief Customer Experience Officer — SQM Group

8:30 AM - 10:00 AM

Conference Center — Bay 5

Looking Back on 2023: Did Call Centers Improve Customer and Employee Experiences?

SQM Will Share the Following Top 10 Call Center Benchmarks:

  1. First Call Resolution
  2. Customer Satisfaction
  3. Average Handle Time
  4. Service Level
  5. Callers Put on Hold
  6. Call Transfers
  7. Complaint Calls
  8. Agent Satisfaction
  9. Agent Turnover
  10. Agent Utilization

Looking at 2024 and Beyond: The Future of Call Centers for Managing Customer and Employee Experiences

Top Initiatives of the Future:

  • Using 360° Feedback to Ensure Call Compliance and Transforms 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

Break

10:00 AM - 10:30 AM

Conference Center — Casco / Kidd Island Bay

How to Improve Agent Soft Skills, Empathy, and Friendliness with AI-Generated Self-Coaching

Presenter TBD

10:30 AM - 11:15 AM

Conference Center — Bay 5

TBD will discuss how AI-Generated Agent Self-Coaching is used so Agents can coach themselves to achieve World-Class QA and Csat scores. Agent self-coaching isn't challenging to get your head around. In most cases, agents have done some self-coaching without even realizing it. Self-coaching for call center agents involves taking ownership of coaching for themselves to improve their performance. Learn how TBD improved agent soft skills using AI-Generated Agent Self-Coaching to help improve:

  • Customer Quality Assurance Performance
  • Agent Engagement
  • Agent Soft Skills, Empathy, and Friendliness

How to Improve Agent Engagement and Retention in a Work-from-Home Environment

Presenter TBD

11:15 AM - 12:00 PM

Conference Center — Bay 5

The quiet quitting and great resignation have brought us a seemingly endless onslaught of call center issues, such as poor CX and higher operating costs. In addition, recent SQM Group research shows that managers feel their biggest problem operating a call center effectively and efficiently is high agent turnover and absenteeism. Learn how TBD has only 15% annual agent turnover using a combination of best practices to improve Agent Engagement and Retention, such as:

  • A comprehensive onboarding training program that equips agents with the required knowledge and skills
  • Providing regular feedback and coaching sessions to understand opportunities to Improve CX
  • An outline of a clear career path for agents within the call center or the organization
  • Recognizing and rewarding exceptional performance with incentives, bonuses, or public acknowledgment

Lunch

12:00 PM - 1:00 PM

Club Coeur d'Alene

Best Practices for Automating QA Call Handling and Compliance to Be Successful

Presenter TBD

1:00 PM - 1:45 PM

Conference Center — Bay 5

By following Automated QA Call Handling and Compliance best practices, call centers can achieve more efficient and effective QA call handling and compliance automation, leading to better CX and reduced regulatory risks. Adapting these practices to your industry and organization's specific needs and regulatory requirements is important. Learn the best practices that TBD uses for Automated QA Call Handling and Compliance, such as:

  • Establishing well-defined quality assurance standards and guidelines for call handling and compliance
  • Utilizing speech analytics software to transcribe and analyze recorded calls automatically
  • Implement NLP technology to analyze call content for context and meaning, helping identify compliance violations and QA issues
  • Implementing automated feedback mechanisms that offer agents instant feedback on their performance using a dashboard, scorecard, and scores

Monitoring, Motivating, and Managing Agents for Improving Csat, FCR and Positive Behaviors

Presenter TBD

1:45 PM - 2:30 PM

Conference Center — Bay 5

Real-time financial recognition operates on a simple yet powerful principle —acknowledging and rewarding positive behaviors exhibited by call center Agents within minutes of receiving a survey that was Wosrld-class Csat. Award points earned by the Agent are converted to dollars and redeemed using an SQM debit card. Learn why this recognition program is great for monitoring, motivating, and managing agents to improve FCR. Learn about how:

  • Agents can earn award points based on positive behaviors and high Csat and FCR achievements
  • Games are a fantastic way to boost motivation in the workplace
  • Points earned by Agents are converted to dollars and can be redeemed using an SQM debit card
  • SQM's real-time financial recognition program is more effective than other recognition initiatives because of its emphasis on instant gratification

Break

2:30 PM - 2:45 PM

Conference Center — Casco / Kidd Island Bay

How to Achieve High Internal Collaboration and Supervisor Support

Presenter TBD

2:45 PM - 3:30 PM

Conference Center — Bay 5

Achieving high internal collaboration and supervisor support in the workplace is essential for fostering a positive and productive call center working environment. Discover how Presenter TBD created a workplace environment that encourages high internal collaboration and supervisor support, contributing to overall team success and high agent job satisfaction. Learn about how:

  • Open and transparent communication is vital. Encourage employees to voice their ideas, concerns, and feedback
  • Tools like project management software, video conferencing, and chat applications that can enhance collaboration
  • Creating a culture of trust by honoring commitments and being reliable
  • Encourage supervisors to be approachable and supportive of their team members.
  • Provide training to supervisors on leadership and mentoring skills.

How to Provide Agent Training Knowledge to Resolve Complex/Challenging Calls

Presenter TBD

3:30 PM - 4:15 PM

Conference Center — Bay 5

Providing agent training knowledge to resolve complex and challenging calls is essential for ensuring high-quality customer service and improving overall customer satisfaction. TBD provides their agents with the proper knowledge and skills that equip them to handle complex and challenging calls effectively, ultimately enhancing the customer experience. Learn about how they:

  • Create detailed training manuals, scripts, and documentation that cover various scenarios and challenges agents may encounter during calls
  • Conduct role-playing exercises and simulations to mimic challenging customer interactions
  • Ensure agents are well-versed in the technical aspects of your products or services
  • Assign experienced agents as mentors to guide and support newer agents

Networking

4:15 PM - 5:00 PM

Dinner

5:00 PM - 8:30 PM

Coeur d'Alene and Spirit Boats

Meet at the lakefront boardwalk of the Coeur d'Alene Resort to board the Coeur d'Alene and Spirit boats between 5:00 and 5:30 PM to cruise the lake and listen to the sounds of Kosh. The boat departs at 5:30 PM.

May
23

Breakfast

7:00 AM - 8:00 AM

Conference Center — Casco / Kidd Island Bay

Keynote #2: 2023 Call Center of the Year Winner

Presenter TBD

8:00 AM - 8:45 AM

Conference Center — Bay 5

Discover how Presenter TBD 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

Keynote #3: 2023 Best Performing Small-to-Mid-Sized Call Center Winner

Presenter TBD

8:45 AM - 9:30 AM

Conference Center — Bay 5

Learn how Presenter TBD 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

mySQM™ Customer Service QA Software Special Announcement

9:30 AM - 9:45 AM

Conference Center — Bay 5

Break

9:45 AM - 10:15 AM

Conference Center — Casco / Kidd Island Bay

mySQM™ Customer Service QA Software Demonstration

10:00 AM - 3:00 PM

Conference Center — Bay 6

The new mySQM™ Customer Service QA software is here! Come to the demo booth for a short presentation on how clients improve their QA, CX, and EX with the new mySQM™. Watch a demonstration and speak with SQM's experts on how you can use mySQM™ QA to improve CX, EX, and costs.

Lunch

12:00 PM - 1:00 PM

Conference Center — Casco / Kidd Island Bay

Wine Reception

5:00 PM - 6:00 PM

Lakeview Terrace

Mingle on the terrace and enjoy the views while having a few drinks before the main event.

Call Center CX Industry Awards and Gala Dinner

6:00 PM - 9:00 PM

Conference Center — Bay 3-4

Be dazzled with participants dressed in formal attire at SQM's 25th Annual CX Gala Industry Awards celebration, recognizing world-class performing organizations and individuals who provide great CX as judged by the customers they serve and employees who work in the contact center.

Post-Gala Extravaganza

9:00 PM - 12:00 AM

Conference Center — Bay 3-5

After the awards gala, join us for photo booth pictures, mini Olympic games, and team caricature art pictures! Prizes for the best photo booth pictures, Olympic winners, and best team caricature pictures will be given at 11:30 PM. We will also have live music with SuperChrome after the awards ceremony, with team dance contests and special prizes for the winners.

Appreciation Day

May
22

Registration

7:30 AM - 5:30 PM

Conference Center — Registration Room

SQM cordially welcomes guests to the beautiful Coeur d'Alene Resort. Conference attendees can pick up a welcome package and get information on the events.

Dinner

5:00 PM - 8:30 PM

Coeur d'Alene and Spirit Boats

Meet at the lakefront boardwalk of the Coeur d'Alene Resort to board the Coeur d'Alene and Spirit boats between 5:00 and 5:30 PM to cruise the lake and listen to the sounds of Kosh. The boat departs at 5:30 PM.

May
23

Breakfast

7:00 AM - 9:30 AM

Conference Center — Casco / Kidd Island Bay

Appreciation Day Activities / Lunch

9:00 AM - 4:00 PM

Activities are in various locations, please see your itinerary.

Wine Reception

5:00 PM - 6:00 PM

Lakeview Terrace

Mingle on the terrace and enjoy the views while having a few drinks before the main event.

Call Center CX Industry Awards and Gala Dinner

6:00 PM - 9:00 PM

Conference Center — Bay 3-4

Be dazzled with participants dressed in formal attire at SQM's 25th Annual CX Gala Industry Awards celebration, recognizing world-class performing organizations and individuals who provide great CX as judged by the customers they serve and employees who work in the contact center.

Post-Gala Extravaganza

9:00 PM - 12:00 AM

Conference Center — Bay 3-5

After the awards gala, join us for photo booth pictures, mini Olympic games, and team caricature art pictures! Prizes for the best photo booth pictures, Olympic winners, and best team caricature pictures will be given at 11:30 PM. We will also have live music with SuperChrome after the awards ceremony, with team dance contests and special prizes for the winners.

Registration Now Open

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