Conference Agenda

 

SQM's Customer Experience Conference

Dates: Tuesday, May 22 to Thursday, May 24, 2018

Location: Sparkling Hill Resort, Vernon, BC, Canada

Click here to view the Agenda PDF

Agenda Overview

Tuesday, May 22 – Day 1 Customer Experience Research & Best Practices
Time Location Details
11:00 am – 2:00 pm PeakFine Restaurant Lunch Buffet
Appreciate the finest and freshest ingredients the Okanagan valley has to offer while taking in the stunning lake and mountain views from the sparkling dining room.
12:00 pm – 6:00 pm Sparkling Hill Lobby Registration
SQM cordially welcomes guests to the beautiful Sparkling Hill Resort. Conference attendees can pick up registration packages, coordinate activities, and sign up for tours.

Session 1:
1:00 pm – 3:00 pm

Session 2:
3:00 pm – 5:00 pm

SQM's New VoC Research Centre SQM VoC Research Centre Tour
Come see SQM’s state-of-the-art VoC Research Centre facility, which opened in February of 2017. Staggered groups to be taken on buses throughout the afternoon. Please sign up when you register for the conference or at the registration desk when you arrive.
 4:00 pm – 6:00 pm Fireside Lounge mySQM™ CX Insights Demonstration
The release of the new mySQM™ Contact Channel Insights, SQM’s online reporting tool, is just around the corner. Beta users are working to perfect the software so that your transition will be seamless. Come experience the new mySQM™.
4:00 pm – 6:00 pm Fireside Lounge Networking
Drop by the Fireside Lounge to network with fellow attendees while enjoying appetizers and wines from the many wineries in the Okanagan Valley, known as the “Napa Valley of the North”.
6:00 pm – 9:00 pm Austria Ballroom / Fireside Lounge Fire & Ice Themed Dinner
Enjoy a Fire & Ice themed night with local beer, wine and food. Come dressed up as fire (red or orange) or ice (blue or white).
4:00 pm – 10:00 pm KurSpa

Relaxation
Enjoy the saunas and steam rooms in KurSpa. KurSpa is the largest among luxury spas in Canada and considered by many to be the most unique in the world.

Wednesday, May 23 – Day 2 Customer Experience Research & Best Practices
7:30 am – 8:30 am Breakfast Buffet – PeakFine Restaurant
8:30 am – 9:30 am Customer Experience Research – The Financial Impact on the Organization
Keynote Speaker: Mike Desmarais, Founder and CEO, SQM
Austria Ballroom - Available to all conference attendees

Mike Desmarais will share highlights from SQM’s 2017 Contact Channel (i.e., call center, email, chat, website, and IVR) Customer Experience Studies. These CX studies accurately measure, benchmark, and identify opportunities for improving CX for specific contact channels. In addition, Mike will share how contact centers can develop a Customer Experience Management strategy as well as share best practices to improve CX.

9:30 am – 10:00 am Measuring & Benchmarking Internal First Contact Resolution
Speaker: Lara Pow, President, SQM
Austria Ballroom – Available to all conference attendees
The most important metric for improving the customer experience using contact channels is FCR. Lara Pow will introduce best practices for measuring internal FCR and describe how to use it in conjunction with VoC FCR. Internal FCR calculates and measures the percentage of contact list records where there is not a repeat contact within a specified time frame.
10:00 am – 10:30 am Coffee Break - Fireside Lounge
Enjoy coffee and treats
  Executive Track
By invitation only
Library Room
Management Track
Available to all conference attendees
Austria Ballroom

 

Mike Desmarais, Founder and CEO, SQM, will share CX research and best practices. In addition, world class leaders will share best practices for improving CX using contact channels. World class leaders from some of the best-known organizations in North America will share their best practices for improving or maintaining world class CX performance.
10:30 am – 11:15 am Career Development
VSP Vision Care
Chat Channel Best Practices
TBD
11:15 am – 12:00 pm Quality Assurance Program
TBD
Continuous Improvement Process
Security Health Plan
12:00 pm – 1:00 pm Lunch Buffet – PeakFine Restaurant
1:00 pm – 1:45 pm Chat Channel Best Practices
TBD
Omni-Channel Best Practices
Lisa Moody, World Vision Canada
1:45 pm – 2:30 pm Continuous Improvement Process
Security Health Plan
Career Development
VSP Vision Care
2:30 pm – 3:00 pm Break Break
3:00 pm – 3:45 pm Omni-Channel Best Practices
Lisa Moody, World Vision Canada
Quality Assurance Program
Janalee Willet, BlueCross BlueShield of Vermont
4:00 pm – 6:00 pm

Relaxation
Enjoy the saunas and steam rooms in KurSpa. KurSpa is the largest among luxury spas in Canada and considered by many to be the most unique in the world.

6:00 pm – 10:00 pm

Western Themed Dinner – Austria Ballroom
Join us for a Western themed barbeque, sampling a variety of culinary creations with local beer, cider, and wine. Entertainment by the Young’uns, voted Okanagan Valley’s best local music group. Bring your cowboy boots and gear, and be ready for a great time!

Thursday, May 24 – Day 3 Customer Experience Best Practices
Time Executive Track
Library Room
Management Track
Austria Ballroom
CSR Appreciation Day
8:00 am – 9:15 am Breakfast Buffet - PeakFine Restaurant Breakfast Buffet – Meritage Room A & B @ Four Points by Sheraton
9:15 am – 10:00 am CSR Coaching Program
Mr. Cooper
CSR Selection Process
Jennifer Carbone, Blue Cross Blue Shield of Massachusetts
CSR Appreciation Day Activities Available
  • Treatments at KurSpa
  • Golf at Shadow Ridge
  • Zip Line Adventure
  • Wine Tour

Final Activities TBD

10:00 am – 10:30 am Break Break
10:30 am – 11:15 am CSR Recognition Program
TBD
CSR Recognition Program
TBD
11:15 am – 12:00 pm CSR Selection Process
Jennifer Carbone, Blue Cross Blue Shield of Massachusetts
CSR Coaching Program
Mr. Cooper
12:00 pm – 1:00 pm Lunch Buffet – PeakFine Restaurant
1:00 pm – 2:00 pm Contact Center of the Year for 2017 – VSP Vision Care
Keynote Speaker: Kathy Rodine, Vice President, Customer Care
Austria Ballroom – Available to all conference attendees
Learn how VSP Vision Care achieved world class FCR and employee satisfaction and, as a result, became Contact Center of the Year.
Thursday, May 24 – Awards Ceremony Celebration & Gala Dinner
5:00 pm – 6:00 pm Fireside Lounge & Austria Ballroom Wine Reception
Mingle in the lounge and enjoy a glass of wine before the main event. The Okanagan Valley region has over 120 wineries and is considered the “Napa Valley of the North” with many of the wineries winning international wine awards.
6:00 pm – 12:00 am SQM Awards Gala Tent at Sparkling Hill Awards Ceremony & Gala Dinner
Semi-Formal Attire – Black Tie Welcome

This is SQM's 19th Annual Most Prestigious North American Contact Channel Customer Experience Awards Program for Service Quality Excellence – as judged by customers who used a contact center and by employees who work in the contact center. SQM will be presenting Service Quality Excellence Awards and Certificates in the following categories:

  • Contact Center of the Year
  • Best Practices
  • Contact Center Customer and Employee Satisfaction
  • World Class Contact Center Certification
  • World Class Customer Representative and Supervisor Certification
  • First Call Resolution Improvement
  • Customer Service Representative of the Year and Top 24 Finalists
  • Supervisor of the Year and Top 9 Finalists

...and many more!

Casino Royale
Double down and let the roulette wheel spin. Celebrate into the night with a jackpot experience featuring Texas hold ‘em, Blackjack, Roulette, Casino Wheels and more! The DJ will be spinning tunes for your dancing pleasure until midnight!

Friday, May 25
End of Conference
Now that your heads are full of invaluable CX Best Practices information, hop on the shuttle to the Kelowna Airport
or make a weekend of your trip to the Okanagan Valley by exploring the nearby wineries and attractions.

Agenda Details

Tuesday, May 22 – Day 1 Customer Experience Research & Best Practices

SQM VoC Research Centre Tour

Session 1:
1:00 pm – 3:00 pm

Session 2:
3:00 pm – 5:00 pm

Session: SQM VoC Research Centre Tour
Facilitator: Nader Ghattas, Consultant – Vice President, SQM
Location: Board bus at Sparkling Hill to be taken to SQM’s Research Centre
Attendees: Open to all Executive and Management track registrants
Come see SQM’s facility, which opened in February of 2017.

Staggered groups to be taken on buses throughout the afternoon for a tour of SQM’s state-of-the-art VoC Research Centre facility. Please sign up when you register for the conference or at the registration desk when you arrive. Meet in the lobby at the beginning of the tour to take the bus to SQM’s VoC Research Centre.

The site visit will include a tour of the following:
  • Call center area to watch telephone survey representatives conduct surveys
  • Sharing of best practices that SQM uses for quality assurance, coaching, and recognition
  • Support personnel areas such as analysts, call list quota management, quality assurance, programming, and account management
  • Server room for data storage and telephony with a sharing of security and compliance practices
  • Recording studio for IVR surveys and webinar sessions
  • SQM ‘think-tank’ conference rooms for collaboration sessions with contact channel industry experts
  • Opportunity to try out the new mySQM™ CX Insights, SQM’s online reporting tool
Sessions 1 and 2 will be repeats of one another in case you are unavailable during one of the session times

Demonstration of New mySQM™

4:00 pm – 6:00 pm

Session: mySQM™ CX Insights Demonstration
Facilitator: Sarah Moffat, Vice President of Research, SQM
Facilitator: Charlene Hutchison, Training Manager, SQM
Location: Fireside Lounge
Attendees: Open to all Executive and Management track registrants
The release of the new mySQM™ Contact Channel Insights, SQM’s online reporting tool, is just around the corner.
Beta users are working to perfect the software so that your transition will be seamless. The new mySQM™ will be launched after the conference. Come take the software for a spin and see:
  • New report menus
  • Customizable landing pages
  • Updated survey view
  • Faster, more robust pivot tables
  • Expanded user management options
  • Customizable raw data extracts

Networking

4:00 pm – 6:00 pm

Session: Networking
Location: Fireside Lounge
Network with your peers.
Come network with your peers while enjoying the finest wines from one of the many wineries in the Okanagan Valley, known as the “Napa Valley of the North”. Paired appetizers will accompany each wine.

Customer Experience Keynote Sessions

Wednesday, May 23 – Day 2 Sparkling Hill Resort, Austria Ballroom

Customer Experience Research

8:30 am – 9:30 am

Session: Customer Experience Research – The Financial Impact on the Organization
Speaker: Mike Desmarais, Founder and CEO, SQM
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Description: Mike Desmarais will share highlights from SQM’s 2017 Contact Channel (i.e., call center, email, chat, website, and IVR) Customer Experience Studies. These CX studies accurately measure, benchmark, and identify opportunities for improving CX for specific contact channels. In addition, Mike will share how contact centers can develop a Customer Experience Management strategy as well as share best practices to improve CX.
Contact Center CX Research – Using data to improve CX
  • Highlights from our contact channel CX studies
  • Top 5 repeat contact reasons and how to reduce them
  • Top 10 repeat call reasons for complaint callers
  • The power of CX story-telling for improving CX
Strategy Management – The missing CX ingredient for contact centers
  • The role that strategy plays for CX success
  • Essential elements for developing successful CX strategy
  • How to develop a contact center CX strategy
  • Why contact centers need CX mission and strategy statements
  • Using balanced scorecards with a higher focus on customers
  • Key success factors for delivering superior CX:
    • Know who your customers are
    • Understand your customers’ needs and expectations
    • Know how or if you can provide a superior CX from your competition
  • Understanding what your customer wants
  • How to differentiate your contact center from your rivals

Measuring & Benchmarking Internal FCR

9:30 am – 10:00 am

Session: Measuring & Benchmarking Internal First Contact Resolution
Speaker: Lara Pow, President, SQM
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Description: The most important metric for improving the customer experience using contact channels is FCR. Lara Pow will introduce best practices for measuring internal FCR and describe how to use it in conjunction with VoC FCR. Internal FCR calculates and measures the percentage of contact list records where there is not a repeat contact within a specified time frame.
Measuring & Benchmarking Internal First Contact Resolution
  • Business case for using internal resolution reporting
  • Definition of Internal FCR
  • Benchmarking Internal FCR
  • Best practices using Internal FCR
  • Best practices for call lists when using Internal FCR
  • Differences in calculations between Internal FCR and Internal Call Resolution
  • Introduction of the Call Resolution Index
  • Available reports for Internal FCR
Thursday, May 24 – Day 3 Sparkling Hill Resort, Austria Ballroom

Contact Center
of the Year for 2017

1:00 pm – 2:00 pm

Session: Contact Center of the Year for 2017
Speaker: Kathy Rodine, Vice President, Customer Care, VSP Vision Care
Location: Austria Ballroom
Attendees: Open to all Executive and Management track registrants
Describes how they achieved world class FCR and employee satisfaction
The contact center of the year award recognizes the organization with the highest combined FCR rating and overall employee satisfaction for organizations with over 100 contact center employees. Learn how VSP Vision Care achieved world class FCR and employee satisfaction.

Executive Track Details – Day 2

Wednesday, May  23 – Sparkling Hill Resort, Library Room

Career Development

10:30 am – 11:15 am

Session: Career Development
Speaker: TBD, VSP Vision Care
How CSRs and supervisors receive career advancement opportunities based on their customer feedback performance
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their career advancement program for motivating them to improve call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs' satisfaction ratings with their career advancement program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their career advancement program
  • FCR and Csat performance prior to implementing their career advancement program
  • FCR and Csat performance after implementing their career advancement program

Quality Assurance Program

11:15 am – 12:00 pm

Session: Quality Assurance Program
Speaker: TBD
Describes how their quality assurance program works
  • Who owns the program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
How they incorporate customer feedback into their quality assurance program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their quality assurance program for helping them improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their quality assurance program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their quality assurance program
  • FCR and Csat performance prior to implementing their quality assurance program
  • FCR and Csat performance after implementing their quality assurance program

 

Chat Channel
Best Practices

1:00 pm – 1:45 pm

Session: Chat Channel
Speaker: TBD
Describes how their virtual chat works
  • Impact of the chat channel practice on the customer and employee experience
  • The plans to evolve the customer experience
Describe the chat channel customer experience strategy
Key differentiators that enable the achievement of consistent satisfaction numbers
How they incorporate customer feedback into their chat channel
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with the chat channel in helping them improve or maintain their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs' satisfaction ratings with the chat channel
  • Action taken from employee feedback
  • CSR access to customer chat history
Show the FCR/Csat performance for the chat channel
  • FCR and Csat performance of chat channel
  • Call volume coming from fail points in the chat channel

 

Continuous
Improvement
Process

1:45 pm – 2:30 pm

Session: Continuous Improvement Process
Speaker: TBD, Security Health Plan
Describes how their continuous improvement process works
Security Health Plan will speak on how they use their continuous improvement process for improving career advancement, CSR recognition, CSR coaching, performance management, and quality assurance programs.
How satisfied are CSRs with the continuous improvement process for helping customers resolve their inquiry or problem
  • CSRs' satisfaction ratings with the continuous improvement process
  • Action taken from employee feedback
Shows increases in FCR/Csat performance from the continuous improvement process
  • Increases in FCR and Csat performance
  • Reduction in call volume coming from continuous improvement process

Omni-Channel
Best Practices

3:00 pm – 3:45 pm

Session: Omni-Channel Best Practices
Speaker: Lisa Moody, Director, Customer Care – World Vision Canada  
Describes how they provide a world class omni-channel customer satisfaction experience
  • Impact of the omni-channel practice on the customer and employee experience
  • Omni-channel service delivery
  • The differences between single- and multi- channel users
  • The plans to evolve the customer experience across channels in future
Describes the omni-channel customer experience strategy
  • Key differentiators that enable the achievement of consistent satisfaction numbers between single- and multi- channel users and why this is important
  • How the omni-channel experience is linked to performance
Describes the delivery of the omni-channel customer experience for major customer interactions
  • The platforms developed to enable an omni-channel experience
Shows the Csat performance for the omni-channel customer experience
  • Criteria that define success for the customer experience in multi-channel scenarios

Management Track Details – Day 2

Wednesday, May 23 – Sparkling Hill Resort, Austria Ballroom

Chat Channel
Best Practices

10:30 am – 11:15 am

Session: Chat Channel Best Practices
Speaker: TBD
Describe how their virtual chat channel works
  • Impact of the chat channel practice on the customer and employee experience
  • The plans to evolve the customer experience
Describe the chat channel customer experience strategy
Key differentiators that enable the achievement of consistent satisfaction numbers
How they incorporate customer feedback into their chat channel
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with the chat channel in helping them improve or maintain their call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs' satisfaction ratings with the chat channel
  • Action taken from employee feedback
  • CSR access to customer chat history
Show the FCR/Csat performance for the chat channel
  • FCR and Csat performance of chat channel
  • Call volume coming from fail points in the chat channel

Continuous
Improvement
Process

11:15 am – 12:00 pm

Session: Continuous Improvement Process
Speaker: TBD, Security Health Plan
Describes how their continuous improvement process works
Security Health Plan will speak on how they use their continuous improvement process for improving career advancement, CSR recognition, CSR coaching, performance management, and quality assurance programs.
How satisfied are CSRs with the continuous improvement process for helping customers resolve their inquiry or problem
  • CSRs' satisfaction ratings with the continuous improvement process
  • Action taken from employee feedback
Shows increases in FCR/Csat performance from the continuous improvement process
  • Increases in FCR and Csat performance
  • Reduction in call volume coming from continuous improvement process

Omni-Channel
Best Practices

1:00 pm – 1:45 pm

Session: Omni-Channel Best Practices
Speaker: Lisa Moody, Director, Customer Care, World Vision Canada
Describes how they provide a world class omni-channel customer satisfaction experience
  • Impact of the omni-channel practice on the customer and employee experience
  • Omni-channel service delivery
  • The differences between single- and multi- channel users
  • The plans to evolve the customer experience across channels in future
Describes the omni-channel customer experience strategy
  • Key differentiators that enable the achievement of consistent satisfaction numbers between single- and multi- channel users and why this is important
  • How the omni-channel experience is linked to performance
Describes the delivery of the omni-channel customer experience for major customer interactions
  • The platforms developed to enable an omni-channel experience
Shows the Csat performance for the omni-channel customer experience
  • Criteria that define success for the customer experience in multi-channel scenarios

Career Development

1:45 pm – 2:30 pm

Session: Career Development
Speakers: TBD, VSP Vision Care
How CSRs and supervisors receive career advancement opportunities based on their customer feedback performance
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their career advancement program for motivating them to improve call resolution/Csat performance
  • Method of gathering employee feedback
  • Volume of employee feedback
  • CSRs' satisfaction ratings with their career advancement program
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their career advancement program
  • FCR and Csat performance prior to implementing their career advancement program
  • FCR and Csat performance after implementing their career advancement program

Quality Assurance Program

3:00 pm – 3:45 pm

Session: Quality Assurance Program
Speakers: Janalee Willet, Call Center Supervisor, BlueCross BlueShield of Vermont
Describes how their quality assurance program works
Find out how BlueCross BlueShield of Vermont expanded their customer feedback process into their quality process. By tying in the survey results with their quality process, BlueCross BlueShield of Vermont was able to have their agents, supervisors, QA coaches, and managers understand what their customers were saying and hear what was frustrating to customers.
How they incorporate customer feedback into their quality assurance program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their quality assurance program for helping them improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their quality assurance program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their quality assurance program
  • FCR and Csat performance prior to implementing their quality assurance program
  • FCR and Csat performance after implementing their quality assurance program

Executive Track Details – Day 3

Thursday, May 24 – Sparkling Hill Resort, Library Room

CSR Coaching Program

9:15 am – 10:00 am

Session: CSR Coaching Program
Speakers: TBD, Mr. Cooper
Describes how their CSR coaching program works
  • Who owns the CSR coaching program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
How they incorporate customer feedback into their CSR coaching program
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
How satisfied are CSRs with their coaching program for helping them improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their CSR coaching program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their CSR coaching program
  • FCR and Csat performance prior to implementing their CSR coaching program
  • FCR and Csat performance after implementing their CSR coaching program

CSR Recognition Program

10:30 am – 11:15 am

Session: CSR Recognition Program
Speakers: TBD
Describes how their CSR recognition program works
  • Who owns the program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
How they know what motivates each of their CSRs to improve their call resolution and Csat performance
  • Method of employee feedback
  • Volume of employee feedback
  • Action taken from employee feedback
How satisfied are CSRs with their CSR recognition program for motivating them to improve their call resolution and Csat performance
  • CSRs' satisfaction ratings with their CSR recognition program
  • Action taken from employee feedback
Shows the link between their FCR/Csat performance and their recognition program
  • FCR and Csat performance prior to implementing their CSR recognition program
  • FCR and Csat performance after implementing their CSR recognition program

CSR Selection Process

11:15 am – 12:00 pm

Session: CSR Selection Process
Speaker: Jennifer Carbone, Senior Director Member Service, Blue Cross Blue Shield of Massachusetts
Describe how their CSR selection process works
  • Who owns the CSR selection process
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned and mistakes to be avoided
  • Future improvements
How they incorporate customer feedback into their CSR selection process
  • Method of customer feedback and volume of customer feedback
  • Action taken from customer feedback
How satisfied CSRs are with their CSR selection process for helping them improve their call resolution/Csat performance
  • Method of gathering employee feedback and volume of employee feedback
  • CSRs' satisfaction ratings with their CSR selection process
  • Action taken from employee feedback
Show the link between their FCR/Csat performance and their CSR selection process
  • FCR and Csat performance prior to implementing their CSR selection process
  • FCR and Csat performance after implementing their CSR selection process

Management Track Details - Day 3

Thursday, May 24 – Sparkling Hill Resort, Austria Ballroom  

CSR Selection Process

9:15 am – 10:00 am

Session: CSR Selection Process  
Speaker: Jennifer Carbone, Senior Director Member Service, Blue Cross Blue Shield of Massachusetts  
Describe how their CSR selection process works  
  • Who owns the CSR selection process
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned and mistakes to be avoided
  • Future improvements
 
How they incorporate customer feedback into their CSR selection process  
  • Method of customer feedback and volume of customer feedback
  • Action taken from customer feedback
 
How satisfied CSRs are with their CSR selection process for helping them improve their call resolution/Csat performance  
  • Method of gathering employee feedback and volume of employee feedback
  • CSRs' satisfaction ratings with their CSR selection process
  • Action taken from employee feedback
 
Show the link between their FCR/Csat performance and their CSR selection process  
  • FCR and Csat performance prior to implementing their CSR selection process
  • FCR and Csat performance after implementing their CSR selection process
 

CSR Recognition Program

10:30 am – 11:15 am

Session: CSR Recognition Program  
Speakers: TBD  
Describes how their CSR recognition program works  
  • Who owns the program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
 
How they know what motivates each of their CSRs to improve their call resolution and Csat performance  
  • Method of employee feedback
  • Volume of employee feedback
  • Action taken from employee feedback
 
How satisfied are CSRs with their CSR recognition program for motivating them to improve their call resolution and Csat performance  
  • CSRs' satisfaction ratings with their CSR recognition program
  • Action taken from employee feedback
 
Shows the link between their FCR/Csat performance and their recognition program  
  • FCR and Csat performance prior to implementing their CSR recognition program
  • FCR and Csat performance after implementing their CSR recognition program
 

CSR Coaching Program

11:15 am – 12:00 pm

Session: CSR Coaching Program  
Speakers: TBD, Mr. Cooper  
Describes how their CSR coaching program works  
  • Who owns the CSR coaching program
  • What are the objectives
  • Describe how the best practice works
  • What investments / resources does it require
  • Key lessons learned
  • Mistakes to be avoided
  • Future improvements
 
How they incorporate customer feedback into their CSR coaching program  
  • Method of customer feedback
  • Volume of customer feedback
  • Action taken from customer feedback
 
How satisfied are CSRs with their coaching program for helping them improve their call resolution and Csat performance  
  • CSRs' satisfaction ratings with their CSR coaching program
  • Action taken from employee feedback
 
Shows the link between their FCR/Csat performance and their CSR coaching program  
  • FCR and Csat performance prior to implementing their CSR coaching program
  • FCR and Csat performance after implementing their CSR coaching program
 

SQM Conference & Awards Ceremony Entertainment

 

Fire & Ice Themed Dinner with Entertainment

Tuesday, May 22nd from 6:00 pm – 9:00 pm
The first evening of the conference is planned for you to enjoy a spectacular Fire & Ice themed night with entertainment. Witness the elements of fire and ice brought to life through ice sculptures, costumed characters, and a thrilling performance from entertainers that will mix danger and delight! We welcome you to come dressed up as fire (red or orange) or ice (blue or white) to join in the fun!


SQM Conference The Young'uns

Western Themed Dinner with Entertainment

Wednesday, May 23rd from 6:00 pm – 10:00 pm
Join us for a Western themed evening. Bring your cowboy boots and plaid shirts, and be ready to enjoy a great time! Back by popular demand, the entertainment for the night is the Young’uns. Voted “Best of the Okanagan” 2014, The Young’uns have been a staple of the area for many years. The Okanagan’s most versatile band is better than ever this year with many new songs and mash-ups that will keep you going all set long. Formed in 1989, the Young’uns are a group of veteran musicians that have worked the valley for many years. Check them out at www.theyounguns.com.



 

Casino Royale Night

Thursday, May 24th from 9:00 pm – 12:00 am
After the gala awards dinner evening, SQM invites you to join us in continuing to celebrate with a Casino Royale night. Double down and let the roulette wheel spin! Enjoy a jackpot experience by trying your hand at Texas hold ‘em, Blackjack, Roulette, Casino Wheels and more! The DJ will be spinning tunes for your dancing pleasure until midnight!

Okanagan Valley Attractions and Activities

 
SQM Conferenece Spa Sparkling Hill Accommodations
Bask in sunlight, take in fresh mountain air, and savor the remarkable scenery from the plush setting of one of our luxury guest rooms. Sparkling Hill Resort rooms are beautifully appointed with Swarovski crystal architecture, floor-to-ceiling sliding window walls, and custom soaking tubs perfectly situated to take in views of the Monashee Mountains or Lake Okanagan. Experience the best of Okanagan Valley hotels at Sparkling Hill Resort.
SQM Conference World Class Spa World Class Spa
Housed in one of the best spa hotels, KurSpa is the largest among luxury spas in Canada and considered by many to be the most unique in the world. Comprised of over 40,000 sq. ft. of treatment space infused with our unique Swarovski crystal architecture, and offering 100+ innovative healing treatments, KurSpa provides guests with the wellness retreat of a lifetime. Our fully-planned wellness spa vacations offer the chance to surrender to relaxation at Sparkling Hill.
SQM Conferenece Golf Golf
Consistently recognized as one of the best courses in Canada over the last 20 years, the Predator Course has twice hosted the prestigious World Skins Game featuring some of the best players in the world. The Predator Course offers a challenge for every level of player. The rolling hills, long grasses and undulating greens make this course – designed by legendary course architect Les Furber – an unforgettable golfing experience.
SQM Conferenece Wineries Wineries
The North Okanagan has many wineries to pique your curiosity and desire to discover a way of life that includes the growing and making of wine. Being located this far north has some advantages that make our production unique. You will find some of the most delightful whites like Ortega that do well in this colder climate but most of all you will find the people and scenery beyond compare…
SQM Conferenece Hiking Hiking
Love hiking or walking in the great outdoors? Predator Ridge Resort offers over 25kms of breathtaking, well-maintained hiking and walking trails, with picnic areas, scenic views, and an abundance of natural beauty with many species of plants and wildlife. The paths are easily accessible from both Sparkling Hill and Predator Ridge with a path for every hiker, ranging from easy to difficult. There is so much to explore, right out your front door!
SQM Conferenece Watersports Watersports
With the vast amount of lakes and rivers in the area, there’s always something fun to do on or in the water. Whether you prefer wakeboarding, water skiing, knee boarding, stand up paddle boarding, sailing, kayaking, scuba diving or snorkeling, this is the place to be. You might even get a glimpse of the Ogopogo.