Nominations are closed!
Check back at the beginning of 2026 to place your nominations, when we will be gearing-up for our next Call Center Industry QA/CX Conference & Awards Ceremony.
What are our awards for agents and supervisors?
SQM’s Contact Center Industry Awards are considered the most prestigious and sought-after in North America. Winners of Agent of the Year and Supervisor of the Year will receive a $1,000 cash award! Our Agent and Supervisor awards program is based on feedback from customers that agents speak with rather than judging based on internal metrics. Each nomination includes a submitted story that is judged by a panel of contact center industry experts to determine the winner, runners-up, and finalists for each applicable award category.
Who can be nominated for these awards?
Any agent or supervisor who is World-Class Certified or agents who obtained a minimum 10% WCC rating improvement from the previous year. A client organization of SQM must employ eligible agents and supervisors.
Who can make nominations for these awards?
Call center management is invited to nominate agents and supervisors who they believe are deserving of our Agent of the Year, Supervisor of the Year, or Agent CX Improvement awards. Additionally, agents and supervisors are encouraged to self-nominate for any award category for which they are eligible. Agents and supervisors may also nominate their peers or nominate other agents and supervisors who are a part of their team.
What is needed to submit a nomination?
Only four pieces of information are needed to submit a nomination for our Agent of the Year, Supervisor of the Year, or Agent CX Improvement awards:
- The name of the organization the agent/supervisor is employed at
- The first and last name of the person being nominated
- The email address of the person submitting the nomination (used for confirmation purposes)
- A nomination story uploaded as a Word or PDF document
The nomination story should be written by the person submitting the story. It should exemplify the reasons why the nominee is a world-class employee who should be recognized with an award. Criteria for each of the three individual award categories, linked below, are described under each award nomination section.
SQM QA/CX Award Categories
About Our Agent and Supervisor Awards
Criteria
QA evaluations or Customer surveys must consist of at least 3 consecutive months between January 1st to December 31st. If customer surveys are used, they must have a minimum of 25 (for Agents) or 200 (for Supervisors) surveys attributed. If auto QA evaluations are used, a minimum of 200 (for Agents) or 800 (for Supervisors) evaluations attributed.
For Agent and Supervisor of the Year, the nominee must be World-Class Certified; for Agent CX Improvement, the agent must have improved their World-Class Call (WCC) performance by at least 10% from the previous year.
Awards
- Winners of Agent of the Year and Supervisor of the Year will receive a trophy, medallion, and $1,000 cash!
- Finalists for Agent of the Year, Supervisor of the Year, and Agent CX Improvement will receive a medallion and a plaque
- Winners will be announced at SQM's Annual Conference
| Jan. 31st | World-Class Certified Agents and Supervisors announced; Top CX Improvement Agents announced |
| Feb. 17th | Nominations due |
| Mar. 10th | Finalists announced |
Interview With Previous Winners
- Agent of the Year 2018: Robert Mills - Horizon BCBSNJ
- Agent of the Year 2016: Madison Blow - Blue Cross and Blue Shield of Vermont
- Supervisor of the Year 2018: Brenda Parker – Consumers Energy
Interested in learning how agents and supervisors from previous years became award winners?
We have compiled our award-winning finalists' nomination stories from the past five years into a single place for your convenience. We encourage reading these stories to get ideas for your own nomination story.
Agent of the Year Nominations
Nominations must be based on an agent's experience that meets any of the following criteria. Nomination stories should be submitted to SQM by the nominees themselves (self-nomination), by their peers, by their supervisors, or by management. Organizations can have an unlimited number of nominations, but only agents certified as World-Class will be considered for the award. The 50 finalist stories, including the Agent of the Year's story, will be published.
Describe how the nominee:
- Changed the approach of the company when dealing with similar customer situations
- Created a positive and memorable customer experience resulting in a fundamental difference in the life of the customer
- Went the extra mile to resolve a difficult customer call
- Went the extra mile (concierge service) to help a customer
- Turned a very dissatisfied customer into a very satisfied customer
- Turned the customer into a raving fan of the organization
- Inspired others around them to provide great customer service
Supervisor of the Year Nominations
Nominations must be based on a supervisor's experience that meets any of the following criteria. Nomination stories should be submitted to SQM by the nominees themselves (self-nomination), by agents they supervise, by their peers, or by management. Organizations can have an unlimited number of nominations, but only supervisors certified as World-Class will be considered for the award. The 6 finalist stories, including the Supervisor of the Year's story, will be published.
Describe how the nominee:
- Provided an agent with knowledge and skills to resolve a call type or situation that historically they were unable to handle or resolve
- Provided encouragement and support to help an agent improve their customer experience performance
- Changed a poor-performing agent to a World-Class performer based on effective coaching
- Handled tough or escalated calls to show their agents how to resolve those types of calls
Agent CX Improvement Nominations
Nominations must be based on an agent’s experience that meets any of the following criteria. Nomination stories should be submitted to SQM by the nominees themselves (self-nomination), by their peers, by their supervisors, or by management. Organizations can have an unlimited number of nominations, but only agents who have obtained a minimum 10% WCC improvement from the previous year will be considered for the award. The Agent CX Improvement finalist stories will be published.
Describe how the nominee:
- Created a positive or memorable employee experience resulting in a fundamental difference in that agent’s customer experience approach
- Turned a very dissatisfied customer into a very satisfied customer
- Identified their own performance obstacles and helped the company turn those into corporate training opportunities
- Improved their WCC performance
- Used their performance improvement to improve their customer's experiences
- Inspired other team members to also provide exceptional customer experiences