Who Really Drives FCR in Your Contact Center or CX in Your Organization?

We want to know what makes your leader(s) so great.

With customer’s expectations and needs becoming increasingly more complex for organizations, professionals in the contact center industry are adapting to a more customer centric culture. So, what makes a good company great? Simply put, its leaders and their employees. At SQM, we’re always on the lookout for great leaders who are driven in improving contact center FCR and providing an exceptional customer experience and making sure the organizations goals and objectives are centered around their customers.

Nominate Your CX Leader

About Our CX Leader Awards

CX Leader Nomination Criteria

The nominations must be based on the employee experience with their manager, director, etc. that meets any of the following attributes. Nominations should be submitted to SQM by any individuals proud of their company’s leaders in charge of improving FCR and customer experience.

Interviews With CX Leaders

Awards Deadlines
Feb. 28^th	Nomination Process Closes

Attributes of a great CX Leader:

Passionate about being customer centric
Effective at defining the CX the organization wants to deliver and communicating what customers expect
Ensures that any employee hired or working in the contact center and/or organization is customer centric
Effective at sharing FCR/CX goals, prioritizing FCR/CX initiatives, and ensuring the necessary resources are available for achieving FCR/CX goals and objectives
Implements and drives the necessary people, processes, and technology practices to help achieve the FCR and CSAT goals
Constantly reassesses resources to ensure they are in the right place at the right time
Ensures all employees are passionate about resolving calls and doing what it takes to resolve calls, preferably on the first call
Ensures all contact center employees are really accountable to FCR, call resolution, and CSAT metrics
Ensures agent call resolution and CSAT are the metrics driving the recognition program
Ensures agent call resolution and CSAT is the focus of the training and coaching programs
Uses a customer quality assurance program versus the traditional quality assurance program
Uses customer feedback to identify FCR and CX improvement opportunities, and based on that information makes the necessary people, processes, and technology improvements
Ensures voice of the customer metrics (e.g., FCR, CSAT, and call resolution) are reported to all levels (agent to C-Level)

Please submit your nomination with the below details, including:

how they have acted as the CX Leader and increased FCR and CSAT
their role/job description as you see it
any other awards or internal recognition your leader has received
the increase in customer experience you have achieved, the KPI's you used to determine success and the time frame

What our CX Leaders are saying...

What are you doing to ensure you continue to grow and develop as a CX leader?

At work, always think like a customer instead of an employee, influence decisions that assist our members to better understand their healthcare benefits, and provide the type of service that is world class as determined by the VoC. - Ken Baur - Security Health Plan

Everything. Without the customer we are nothing. There is no business. In this fast-paced world, where there are so many options, how you treat your employees and how they treat your customer will be the make or break of your business. - Lana Pruett - Blue Cross Blue Shield of Kansas