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
Press Release
SQM is pleased to announce the 2017 Contact Center Industry Customer Experience Award of Excellence winners! These prestigious awards recognize the organizations with outstanding contact center customer experience and employee experience performance and are considered North America’s most prestigious and sought-after contact center industry awards. SQM will present these awards at SQM’s 19th Annual Customer Experience Conference and Industry Awards Gala being held in Vernon, British Columbia, May 22 - 24, 2018.
SQM’s Customer Experience Awards of Excellence are based on surveys with customers who have used a contact center and employees who work in a contact center. SQM benchmarks over 500 leading international contact centers on an annual basis and has been conducting customer experience benchmarking studies since 1996. SQM conducted the benchmarking studies for the period of January 1, 2017 to December 31, 2017. SQM is very proud to honor the following award winners and finalists:
Contact Center World Class CX Certification
Web Self-Service World Class CX Certification
Highest Customer Satisfaction for the Contact Center Industry Awards
Highest Customer Service by Industry Awards
First Call Resolution Improvement Awards
SQM Group would like to congratulate all the award-winning organizations along with their CSRs and Supervisors on their achievements throughout the year! Their world class customer and employee experience performance is vital to their organization’s success. SQM will be presenting the 2017 Contact Center Industry Customer Experience Awards of Excellence at SQM’s 19th Annual Customer Experience Conference and Industry Awards Gala being held May 22 - 24, 2018 in Vernon, British Columbia at the spectacular Sparkling Hill Resort.
Service Quality Measurement (SQM) Group is a leading North American voice of the customer and employee experience research, consulting, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure, benchmark, and improve customer experience (CX) and employee experience (EX). We help clients improve CX by determining, capturing, and sharing best practices for improving CX.
SQM recognizes organizations that have demonstrated CX and EX excellence and our performance awards are considered the most prestigious and sought-after awards in North America. What makes SQM’s awards unique is that they are based on customers who have used a contact center, and/or employees who work in a contact center. On an annual basis, SQM conducts over 1.5 million surveys with customers who have used a contact center and over 25,000 surveys with employees who work in contact centers.
SQM’s Certification Program is designed to determine if contact centers, supervisors and customer service representatives are performing at the world class CX and FCR performance levels. Our certification program is the most credible and rewarding certification program in the contact center industry because certification is based on your customers’ experience contacting your contact center. Certification is based on surveying customers who have just recently contacted a contact center. SQM has two state-of-the-art research centers, with one located in Coeur d’Alene, Idaho and the other in Vernon, British Columbia.
For information about SQM’s CX Awards Program, please contact:
SQM Group +1 (800) 446-2095 inform@sqmgroup.com
