Contact Center CX Best Practice Awards Nomination Process

 

CX Best Practice Nominations

 

Since 1996, SQM has been awarding organizations for Contact Center Customer Experience (CX) Excellence. SQM’s Contact Center CX Awards are the most prestigious and sought after North American Contact Center CX Industry Awards. Our Awards Program includes acknowledging organizations that have demonstrated a best practice which has improved or provided a positive CX.

Both SQM clients and non-SQM clients are eligible for CX Best Practice Awards. The CX Best Practice Awards application deadline is October 31st, 2018. CX Best Practice Awards will be announced on February 15th, 2019.

 

The total time commitment to complete all 5 Steps in the Process is approximately 2 days.

 

The 5 Step CX Best Practice Award Process:


STEP 1: FILL OUT SQM’S QUICK APPLICATION FORM ONLINE BY OCTOBER 31st, 2018
(1 Hour or Less Time Commitment)

  • Include a few short sentences (no longer than 1,000 characters in length) that briefly describes why your CX best practice is unique by October 31st, 2018.

STEP 2: ASSESS YOUR CX BEST PRACTICE AGAINST SQM’S CHECKLIST BY NOVEMBER 17th, 2018
(1 Hour Time Commitment)

  • SQM will email you a short checklist to fill out indicating if your CX best practice meets the checklist items. You then email your checklist back to SQM by November 17th, 2018.

STEP 3: SQM NOTIFIES COMPANIES SELECTED AS FINALISTS BY NOVEMBER 30th, 2018
(1 Hour or Less Time Commitment)

  • Between November 17th and November 30th, SQM will notify all applicants who qualify as a finalist to submit their nomination story for a CX Best Practice Award.
  • Please note that Step 3 may include a short phone interview with SQM subject matter experts to better understand what makes the practice a CX best practice.
  • Finalists will then be moved on to Step 4 to write and submit your CX best practice nomination story.

STEP 4: FINALISTS SUBMIT NOMINATION STORY BY DECEMBER 31st, 2018
(1 Day Time Commitment)

  • Companies selected as Finalists begin writing their CX best practice nomination story and submit to SQM by December 31st, 2018.

STEP 5: SQM ANNOUNCES CX BEST PRACTICE AWARD WINNERS BY FEBRUARY 15th, 2019
(2 Hour Time Commitment)

  • A panel of SQM subject matter experts will determine and announce the final CX best practice award winners.
  • Please note that Step 5 may include an onsite visit from SQM subject matter experts to your organization the week of February 4th, 2019 to meet with key people from supporting departments in your organization who can help demonstrate what makes the practice a CX best practice.


If you submitted a story in previous award years, or have won an award for previous submissions, and that CX best practice has continued to show CX, FCR, Csat and/or Esat improvements, or sustained high levels of performance, you can re-submit your story for consideration showing your new CX ratings.

SQM will recognize one organization for each CX Best Practice category with a trophy award presented to them at SQM’s 20th Annual CX Conference & Industry Awards coming up May 7th - 9th, 2019 at The Historic Davenport Hotel, Spokane, WA. CX Best Practice Award winners must have at least one person from their organization attend SQM’s CX Conference Awards Gala Dinner. The winner of a CX Best Practice Award may also be asked to present at SQM’s CX Conference.

For each category, the winning organization will receive a trophy award and SQM will publicize your success. Organizations can submit CX best practices for any or all categories. A CX best practice trophy award will be given for each of the categories shown below:

CX Best Practice Nominations
  1. Omni-Channel
  2. Web Self-Service
  3. IVR Self-Service
  4. Email Channel
  5. Emerging Channels (Chat, Video Chat, Mobile Application)
  6. Quality Assurance Program
  7. Desktop Applications
  8. CSR Recognition Program
  9. CSR Career Development
  1. Call Handling Practice
  2. Escalation CSR Support
  3. Performance Management System
  4. CSR Coaching Program
  5. CSR Training Program
  6. CSR Selection Process
  7. Standard Operating Procedures
  8. Continuous Improvement Process

Summary of Application Details for CX Best Practice Awards


  • The CX best practice application process requires that each applicant fill out SQM’s quick application form online and include a few sentences (no longer than 1,000 characters in length) that briefly describes why your CX best practice is unique by October 31st, 2018
  • SQM clients or non-SQM clients are eligible to apply for CX Best Practice Awards
  • Organizations can submit best practices for any, or all categories
  • FCR can be determined by the customer or the organization, and Csat must be determined by the customer
  • Past winners can resubmit applications for any best practice category
  • For each category, the winning organization will receive a trophy award, and SQM will publicize your success
  • Step 1 - application form filled out and submitted by October 31st, 2018
  • Step 2 - checklist form to be filled out and sent back to SQM by November 17th, 2018
  • Step 3 - SQM will notify you to let you know if you have qualified as a finalist
    • Please note that this step may include a short phone interview with SQM subject matter experts to better understand what makes the practice a CX best practice
  • Step 4 - Finalists begin writing their CX Best Practice and submit nomination story to SQM by December 31st, 2018
  • Step 5 - SQM will announce CX Best Practice Winners by February 15th, 2019
    • Please note that Step 5 may include an onsite visit with SQM subject matter experts to your organization the week of February 4th, 2019 so your organization can demonstrate what makes the practice a CX best practice
  • SQM will recognize one organization for each CX Best Practice category as the winner, and present them with a trophy award at SQM’s 20th Annual CX Conference & Industry Awards taking place May 7th - 9th, 2019 at The Historic Davenport Hotel, Spokane, WA
  • CX Best practice winners must have at least one person from their organization attend SQM’s 20th Annual CX Conference and Awards Dinner Gala
  • If you win a CX Best Practice Award from SQM, you agree to allow SQM to publish your official company name and logo with an edited version of your nomination story on SQM’s website and through email marketing blasts, social media sites, press releases, SQM’s books, whitepapers, webinars and other marketing material.