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CX Best Practice Nomination Story Submission Guidelines

CX Best Practice Categories, Past Award-Winners Stories, and Recommended Information to Include in your Nomination Story Submission


  1. Omni-Channel:

    Omni-channel Overview

    Best Practice Impact on CX: Show how your omni-channel best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your omni-channel works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your omni-channel strategy differentiates you from your industry peers or competitors
    • Do you have an omni-channel customer experience strategy?
    • Do you have a centralized CRM system that captures all customer interactions, which CSRs can view in real-time?
    • Do you have metrics for measuring customer experience for using multiple channels for resolving the same inquiry or problem and if so, what?
    • Do you know how to deliver an omni-channel customer experience for major customer interactions?
  2. Web Self-Service:

    Web (self-service) Overview

    Best Practice Impact on CX: Show how your web self-service best practice improves or maintains great FCR, contact resolution, and Csat performance.

    • Describe how your web self-service works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your web self-service strategy differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback or analytics of how your customers are using your web self-service and if so, how?
    • How satisfied are CSRs with your web self-service for helping them improve or maintain their call resolution/Csat performance?
    • Do your CSRs have access to the customer history generated through the web self-service?
    • Do you know how much volume is being driven to your call center from fail points in your web self-service?
    • What is your self-serve completion rate for your web self-service?
  3. IVR Self-Service:

    IVR (self-service) Overview

    Best Practice Impact on CX: Show how your IVR self-service best practice improves or maintains great FCR, contact resolution, and Csat performance.

    • Describe how your IVR self-service works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your IVR self-service strategy differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback or analytics of how your customers are using your IVR self-service and if so, how?
    • How satisfied are your CSRs with your IVR self-service for reducing calls into the call center?
    • Do your CSRs have access to the customer history generated through the IVR self-service?
    • Do you know how much volume is being driven to your call center from fail points in your IVR self-service?
  4. Email Channel:
    Email Channel Overview

    Best Practice Impact on CX: Show how your email channel best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your email channel works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your email channel strategy differentiates you from your industry peers or competitors
    • Do you have dedicated or specialist CSRs in the email channel?
    • Do you incorporate customer feedback into your email channel and if so, how?
    • How satisfied are your CSRs with your email channel for helping them improve or maintain their call resolution/Csat performance?
    • Do your CSRs have access to the customer history generated through the email channel?
    • Do you know how much volume is being driven to your call center from fail points in your email channel?
  5. Emerging Channels (Chat, Video Chat, Mobile Application):

    Emerging Channels Overview

    Best Practice Impact on CX: Show how your emerging channels best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your emerging channels strategy works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your emerging channels strategy differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback or analytics of how your customers are using your emerging channels and if so, how?
    • How satisfied are your CSRs with your emerging channels strategy for helping them improve or maintain their call resolution/Csat performance?
    • Do you know how much volume is being driven to your call center from fail points in your emerging channels?
  6. Quality Assurance:

    QA Overview

    Best Practice Impact on CX: Show how your QA program (e.g., evaluation form, call recording and reporting tool, CSR coaching) best practice has a positive impact on your FCR, call resolution, Csat, and Esat performance.

    • Describe how your quality assurance program works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your quality assurance program differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your quality assurance and if so, how?
    • How satisfied are your CSRs with your quality assurance program for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your quality assurance (provide rating info)
  7. Desktop Applications:

    Desktop Applications Overview

    Best Practice Impact on CX: Show how your desktop applications (e.g., customer relationship management, knowledge management tool, instant messaging, claim and bill processing tools, unified desktop) best practice has a positive impact on your FCR, call resolution, Csat, and Esat performance. Note: You can submit examples for any or all of the desktop applications that have helped you with your Voice of Customer (VoC) performance.

    • Describe how your desktop applications works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your desktop applications differentiate you from your industry peers or competitors
    • Do you incorporate customer feedback into your desktop applications and if so, how?
    • How satisfied are your CSRs with your desktop applications for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your desktop applications
  8. CSR Recognition:

    CSR Recognition Overview

    Best Practice Impact on CX: Show how your recognition program (e.g., awards, certificates, cards, public recognition, gift certificates, additional training, paid time-off) best practice motivates CSRs to improve or maintain great call resolution, Csat, and Esat performance.

    • Describe how your recognition works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR recognition program differentiates you from your industry peers or competitors
    • Do you know what motivates each of your CSRs to improve their call resolution and Csat performance?
    • How satisfied are your CSRs with your recognition program for motivating them to improve call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your recognition program
  9. CSR Career Development:

    CSR Career Development Overview

    Best Practice Impact on CX: Show how your CSR career development (e.g., job posting, career path, employee development, career advancement) best practice motivates CSRs to improve or maintain great call resolution, Csat, and Esat performance.

    • Describe how your CSR career development works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR career development differentiates you from your industry peers or competitors
    • Do CSRs and supervisors receive career advancement opportunities based on their customer feedback performance and if so, how?
    • How satisfied are your CSRs with your CSR career development for motivating them to improve call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR career development
  10. Call Handling:

    Call Handling Overview

    Best Practice Impact on CX: Show how your call handling practice (e.g., hold, transfer, concierge service, call escalation, CSR soft skills) best practice improves or maintains great FCR, call resolution, Csat, and Esat performance.

    • Describe how your call handling practice works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your call handling practice differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your call handling and if so, how?
    • How satisfied are your CSRs with your call handling for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your call handling
  11. Escalation CSR Support:

    Escalation CSR Support Overview

    Best Practice Impact on CX: Show how your support queue (e.g., call escalation, retention, assists CSRs in real-time) best practice has a positive impact on your FCR, call resolution, Csat, and Esat performance.

    • Describe how your escalation CSR support queue works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your escalation CSR support queue differentiates you from your industry peers or competitors
    • How many full time escalation CSR support CSRs do you have?
    • How satisfied are your CSRs with your escalation CSR support queue for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your escalation CSR support queue
  12. Performance Management System:

    Performance Management System Overview

    Best Practice Impact on CX: Show how your performance management system (e.g., accountability metrics, performance reporting, performance improvement plans, performance appraisals, bonus and recognition) best practice improves or maintains great FCR, call resolution, Csat, and Esat performance.

    • Describe how your performance management system works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your performance management system differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your performance management system and if so, how?
    • How satisfied are your CSRs with your performance management system for helping them improve or maintain their call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your performance management system
  13. CSR Coaching:

    CSR Coaching Overview

    Best Practice Impact on CX: Show how your coaching program (e.g., train the coaches, frequency and length of coaching session, quality of coaching) best practice has a positive impact on call resolution, Csat, and Esat performance.

    • Describe how your CSR coaching program works.
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR coaching system differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your CSR coaching and if so, how?
    • How satisfied are your CSRs with your coaching program for helping them improve their call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR coaching
  14. CSR Training:

    CSR Training Overview

    Best Practice Impact on CX: Show how your training program (e.g., online, classroom and on-the job training, new-hire and on-going knowledge training) best practice has a positive impact on call resolution, Csat, and Esat performance.

    • Describe how your CSR training program works.
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR training program differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your training program and if so, how?
    • How satisfied are your CSRs with your training program for helping them improve their call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR training
  15. CSR Selection:

    CSR Selection Overview

    Best Practice Impact on CX: Show how your hiring process (e.g., candidate pre-screening, interview, personality testing, job simulation, ideal profile identification) best practice has a positive impact on call resolution, Csat, and Esat performance.

    • Describe how your CSR selection process works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR selection process differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your CSR selection and if so, how?
    • How satisfied are your CSRs with your hiring process to improve FCR/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR selection
  16. Standard Operating Procedure:

    Standard Operating Procedure Overview

    Best Practice Impact on CX: Show how your standard operating procedures best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your standard operating procedures work
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your standard operating procedures differentiate you from your industry peers or competitors
    • Describe how you standardize, document, and measure your operating procedure for CSR hiring, CSR recognition, CSR coaching, CSR training, CSR career development, performance management, quality assurance, real-time CSR support queue, knowledge management tool, and desktop applications
    • Describe how you standardize, document, and measure your contact channel operating practices for your call center, email, website, IVR, and any other applicable contact channels
  17. Continuous Improvement Process:

    Continuous Improvement Process Overview

    Best Practice Impact on CX: Show how your continuous improvement process best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your continuous improvement process works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your continuous improvement process differentiates you from your industry peers or competitors
    • Describe how you use customer feedback and internal data to identify CX opportunities for improvement
    • Describe how you develop an action plan to improve CX
    • Describe how you check if your CX improvement initiatives were successful
    • Describe how you act to fully implement your CX improvement initiatives

CX Best Practice Award Criteria

  • Organizations submitting their CX best practice nomination story must submit specific practices (e.g., people, process, and technology) they have used to improve or provide a positive CX
  • Provide specific data information such as FCR, Csat, operational savings and/or revenue that can be specifically linked to the CX best practice success
  • We highly recommend that nominees review past CX best practice winner stories to assist them in writing a compelling CX best practice
  • FCR can be determined by the customer or the organization, and Csat must be determined by the customer
  • For both FCR and/or Csat, please provide ratings information for years 2017 and 2018 including sample sizes and method of measurement
  • Please provide ratings information that shows the link between your FCR/Csat performance and your specific practices used to improve or maintain high FCR/Csat performance
  • For each category, your nomination story should be no longer than 50,000 characters (5 pages or less) and submitted online using the ‘Submit Nomination Story Here’ button.
  • SQM will use a panel of subject matter experts to examine each submission to determine the CX Best Practice Award Winner for each category

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