FCR Improvement Software for Call Centers
Studies Designed to Improve FCR and Provide Great CX
Awards Recognizing Excellence in FCR, CX, and EX Delivery
The Resources You Need to Improve FCR, CX, and EX
Improve FCR, CX, and EX - One Individual at a Time
Since 1996, SQM has been awarding organizations for Contact Center First Call Resolution (FCR), Customer Experience (CX), and Employee Experience 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 FCR best practices which have improved or provided a positive CX. Both SQM clients and non-SQM clients are eligible for FCR Best Practice Awards. The FCR Best Practice Awards application deadline is October 23rd, 2020.
The total time commitment to complete all 5 Steps in the Process is approximately 2 days.
(1 Hour or Less Time Commitment)
(1 Hour Time Commitment)
(1 Day Time Commitment)
(2 Hour Time Commitment)
If you submitted a story in previous award years, or have won an award for previous submissions, and that FCR 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 performance ratings.
SQM will recognize one organization for each FCR Best Practice category with a trophy award presented to them at SQM’s Annual CX Conference & Industry Awards. FCR Best Practice Award winners must have at least one person from their organization attend SQM’s CX Conference Awards Gala Dinner. The winner of an FCR 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 certificate, as well as SQM will publicize your success. Organizations can submit FCR best practices for any or all categories. An award will be given for each of the categories shown below: