Contact Center of the Year

Award: Contact Center of the Year Award

Best Performing Small- to Mid-Sized Contact Center Award

Award: Best Performing Small- to Mid-Sized Contact Center Award

CSR of the Year

Award: CSR of the Year

Pamela Cragin

BCBS South Carolina

Supervisor of the Year

Award: Supervisor of the Year

Shantell Edwards

407 ETR

Best Practice Award Winners

Award: CSR Recognition Program

Emily Fair

BlueCross BlueShield of Vermont

Award: Career Development

Sonia Trozzo

Sun Life Financial

Award: Call Handling Practice

Rosemary French

Canadian Tire Financial Services

Award: Escalation CSR Support

Matt Schricker and Daniel McLaughlin

BCBS of Massacusetts

Award: CSR Training

Mary Murcott and Lisa Gregovich

Dialog Direct, Prime Therapeutics and VSP Vision Care

Award: CSR Selection

Rachel Stuchberry and Gabriella Marrone


Award: IVR Self-Service Channel

Lisa Duenas


Award: Web Self-Service Channel

Scott Webb

Fortis BC

Award: Quality Assurance

Jennie Bradley

Millenium1 Solutions

About SQM conference and awards…

Conference Video

SQM’s contact center service quality excellence awards program is the most prestigious and sought after North American contact center industry awards program. 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. In addition, SQM recognizes organizations that have demonstrated FCR Best Practices for the following categories: Quality Assurance Program, Desktop Application(s), CSR Recognition Program, Career Advancement, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching, CSR Training Program and CSR Hiring Process. SQM has been awarding organizations for their FCR, Csat, Esat and Best Practice performance since 1996.
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