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25th Annual Call Center CX/QA Conference Presentations

, The Coeur d'Alene Resort, Idaho

Updated January 29, 2024


The presentations below are from our 2023 conference and remain published for your convenience. This page will be updated with the presentations for the 2024 conference closer to the event date.

Aftereffects of COVID-19 On Call Centers

Mike Desmarais

Founder and CEO — SQM Group

Quick CX Improvement Turnaround

Jesse Epting

Vice President of State Operations — BlueCross BlueShield of South Carolina

CX Journey Mapping to Improve FCR

Lynn Boucher

Assistant Director of Operations — Regence BlueCross BlueShield Plans

Hiring the Right Agents to Improve FCR, Csat, and Esat

Dave Difelice

Former SVP — Canadian Tire

Dhushan Thevarajah

Customer Quality Assurance to Improve FCR and Lower Cost

John Galibert

Vice President of Customer Operations — 407 ETR

Self-Service Customer Containment to Reduce Cost

Lindsey Goodall

Manager, Contact Centre — FortisBC

Kira Bennett

Manager, Customer Experience, Contact Centre — FortisBC

Agent Coaching & Training to Maintain High FCR and Lower Cost

Mindy Rubio & Chris Cline

Directors of Customer Service — Blue Cross and Blue Shield of Kansas City

2022 Call Center of the Year Winner

Laurie Stratton

Director of Customer Service — Blue Cross and Blue Shield of Kansas

2022 Best Performing Small-to-Mid-Sized Call Center Winner

Ken Baur

Director of Member Experience & Contact Center — Security Health Plan