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Since 1996, SQM has been awarding organizations for Contact Center Customer Experience (CX) excellence. SQM’s Contact Center CX Awards are the most prestigious and sought after North American Contact Center CX Industry Awards. Our Awards Program includes acknowledging organizations that have demonstrated a best practice which has improved or provided a positive CX.

The nomination process requires submitting a CX best practice (e.g., people, process, and technology) story. In addition, the process could potentially include a phone interview or an onsite visit with SQM subject matter experts. If an onsite visit is required, we ask the organization to demonstrate the reasons why they believe they have a CX Best Practice. Both SQM clients and non-SQM clients are eligible for CX Best Practice Awards. The CX Best Practice Awards nomination(s) deadline is November 30, 2017. CX Best Practice Awards will be announced on February 15, 2018.

For each Best Practice category, SQM will recognize one organization. SQM’s 19th Annual Contact Center CX Conference will be held in Vernon, BC, May 22nd to 24th, 2018 at the world class Sparkling Hill Resort & Spa, where we will recognize the organizations that have won a CX Best Practice award. If you submitted a story in previous award years, or have won an award for previous submissions, and that CX best practice has continued to show FCR, Csat and Esat improvements or sustained high levels of performance, you can re-submit your story for consideration showing your new CX ratings.

CX Best Practice Award winners must have at least one person from their organization attend SQM’s CX Conference Awards Gala Dinner. The winner of a CX Best Practice may be asked to present at SQM’s CX Conference. If you win a CX Best Practice Award from SQM, you agree to allow SQM to publish an edited version of your submission story on SQM’s website and through email marketing blasts, social media sites, press releases, SQM’s books, whitepapers, webinars and other marketing material.

For each category, the winning organization will receive a trophy award and SQM will publicize your success. Organizations can submit CX Best Practices for any or all categories. CX Best Practice Awards will be given for each of the categories shown below:

  1. Omni-Channel
  2. Web (self-service) Channel
  3. IVR (self-service) Channel
  4. Email Channel
  5. Emerging Channels (Chat, Video Chat, Mobile Application)
  6. Quality Assurance
  7. Desktop Applications
  8. CSR Recognition
  1. CSR Career Development
  2. Call Handling
  3. Escalation CSR Support
  4. Performance Management System
  5. CSR Coaching
  6. CSR Training Program
  7. CSR Selection
  8. Standard Operating Procedures
  9. Continuous Improvement Process

Application Details and Submission Information

Best Practice Categories and Recommended Information to Include in Your Submissions

  1. Omni-Channel:

    Best Practice Impact on CX: Show how your omni-channel best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your omni-channel works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your omni-channel strategy differentiates you from your industry peers or competitors
    • Do you have an omni-channel customer experience strategy?
    • Do you have a centralized CRM system that captures all customer interactions, which CSRs can view in real-time?
    • Do you have metrics for measuring customer experience for using multiple channels for resolving the same inquiry or problem and if so, what?
    • Do you know how to deliver an omni-channel customer experience for major customer interactions?
  2.  

  3. Web (self-service):

    Best Practice Impact on CX: Show how your web (self-service) channel best practice improves or maintains great FCR, contact resolution, and Csat performance.

    • Describe how your web (self-service) works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your web (self-service) strategy differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback or analytics of how your customers are using your web (self-service) and if so, how?
    • How satisfied are CSRs with your web (self-service) for helping them improve or maintain their call resolution/Csat performance?
    • Do your CSRs have access to the customer history generated through the web (self-service)?
    • Do you know how much volume is being driven to your call center from fail points in your web (self-service)?
    • What is your self-serve completion rate for your web (self-service)?
  4.  

  5. IVR (self-service):

    Best Practice Impact on CX: Show how your IVR (self-service) channel best practice improves or maintains great FCR, contact resolution, and Csat performance.

    • Describe how your IVR (self-service) works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your IVR (self-service) strategy differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback or analytics of how your customers are using your IVR (self-service) and if so, how?
    • How satisfied are your CSRs with your IVR (self-service) for reducing calls into the call center?
    • Do your CSRs have access to the customer history generated through the IVR (self-service)?
    • Do you know how much volume is being driven to your call center from fail points in your IVR (self-service)?
  6.  

  7. Email Channel:

    Best Practice Impact on CX: Show how your email channel best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your email channel works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your email channel strategy differentiates you from your industry peers or competitors
    • Do you have dedicated or specialist CSRs in the email channel?
    • Do you incorporate customer feedback into your email channel and if so, how?
    • How satisfied are your CSRs with your email channel for helping them improve or maintain their call resolution/Csat performance?
    • Do your CSRs have access to the customer history generated through the email channel?
    • Do you know how much volume is being driven to your call center from fail points in your email channel?
  8.  

  9. Emerging Channels (Chat, Video Chat, Mobile Application):

    Best Practice Impact on CX: Show how your emerging channels best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your emerging channels strategy works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your emerging channels strategy differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback or analytics of how your customers are using your emerging channels and if so, how?
    • How satisfied are your CSRs with your emerging channels strategy for helping them improve or maintain their call resolution/Csat performance?
    • Do you know how much volume is being driven to your call center from fail points in your emerging channels?
  10.  

  11. Quality Assurance:

    Best Practice Impact on CX: Show how your QA program (e.g., evaluation form, call recording and reporting tool, CSR coaching) best practice has a positive impact on your FCR, call resolution, Csat, and Esat performance.

    • Describe how your quality assurance program works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your quality assurance program differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your quality assurance and if so, how?
    • How satisfied are your CSRs with your quality assurance program for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your quality assurance (provide rating info)
  12.  

  13. Desktop Applications:

    Best Practice Impact on CX: Show how your desktop applications (e.g., customer relationship management, knowledge management tool, instant messaging, claim and bill processing tools, unified desktop) best practice has a positive impact on your FCR, call resolution, Csat, and Esat performance. Note: You can submit examples for any or all of the desktop applications that have helped you with your Voice of Customer (VoC) performance.

    • Describe how your desktop applications works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your desktop applications differentiate you from your industry peers or competitors
    • Do you incorporate customer feedback into your desktop applications and if so, how?
    • How satisfied are your CSRs with your desktop applications for helping them resollve calls?
    • Show the link between your FCR/Csat performance and your desktop applications
  14.  

  15. CSR Recognition:

    Best Practice Impact on CX: Show how your recognition program (e.g., awards, certificates, cards, public recognition, gift certificates, additional training, paid time-off) best practice motivates CSRs to improve or maintain great call resolution, Csat, and Esat performance.

    • Describe how your recognition works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR recognition program differentiates you from your industry peers or competitors
    • Do you know what motivates each of your CSRs to improve their call resolution and Csat performance?
    • How satisfied are your CSRs with your recognition program for motivating them to improve call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your recognition program
  16.  

  17. CSR Career Development:

    Best Practice Impact on CX: Show how your CSR career development (e.g., job posting, career path, employee development, career advancement) best practice motivates CSRs to improve or maintain great call resolution, Csat, and Esat performance.

    • Describe how your CSR career development works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR career development differentiates you from your industry peers or competitors
    • Do CSRs and supervisors receive career advancement opportunities based on their customer feedback performance and if so, how?
    • How satisfied are your CSRs with your CSR career development for motivating them to improve call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR career development
  18.  

  19. Call Handling:

    Best Practice Impact on CX: Show how your call handling practice (e.g., hold, transfer, concierge service, call escalation, CSR soft skills) best practice improves or maintains great FCR, call resolution, Csat, and Esat performance.

    • Describe how your call handling practice works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your call handling practice differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your call handling and if so, how?
    • How satisfied are your CSRs with your call handling for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your call handling
  20.  

  21. Escalation CSR Support:

    Best Practice Impact on CX: Show how your support queue (e.g., call escalation, retention, assists CSRs in real-time) best practice has a positive impact on your FCR, call resolution, Csat, and Esat performance.

    • Describe how your escalation CSR support queue works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your escalation CSR support queue differentiates you from your industry peers or competitors
    • How many full time escalation CSR support CSRs do you have?
    • How satisfied are your CSRs with your escalation CSR support queue for helping them resolve calls?
    • Show the link between your FCR/Csat performance and your escalation CSR support queue
  22.  

  23. Performance Management System:

    Best Practice Impact on CX: Show how your performance management system (e.g., accountability metrics, performance reporting, performance improvement plans, performance appraisals, bonus and recognition) best practice improves or maintains great FCR, call resolution, Csat, and Esat performance.

    • Describe how your performance management system works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your performance management system differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your performance management system and if so, how?
    • How satisfied are your CSRs with your performance management system for helping them improve or maintain their call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your performance management system
  24.  

  25. CSR Coaching:

    Best Practice Impact on CX: Show how your coaching program (e.g., train the coaches, frequency and length of coaching session, quality of coaching) best practice has a positive impact on call resolution, Csat, and Esat performance.

    • Describe how your CSR coaching program works.
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR coaching system differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your CSR coaching and if so, how?
    • How satisfied are your CSRs with your coaching program for helping them improve their call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR coaching
  26.  

  27. CSR Training:

    Best Practice Impact on CX: Show how your training program (e.g., online, classroom and on-the job training, new-hire and on-going knowledge training) best practice has a positive impact on call resolution, Csat, and Esat performance.

    • Describe how your CSR training program works.
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR training program differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your training program and if so, how?
    • How satisfied are your CSRs with your training program for helping them improve their call resolution/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR training
  28.  

  29. CSR Selection:

    Best Practice Impact on CX: Show how your hiring process (e.g., candidate pre-screening, interview, personality testing, job simulation, ideal profile identification) best practice has a positive impact on call resolution, Csat, and Esat performance.

    • Describe how your CSR selection process works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your CSR selection process differentiates you from your industry peers or competitors
    • Do you incorporate customer feedback into your CSR selection and if so, how?
    • How satisfied are your CSRs with your hiring process to improve FCR/Csat performance?
    • Show the link between your FCR/Csat performance and your CSR selection
  30.  

  31. Standard Operating Procedure:

    Best Practice Impact on CX: Show how your standard operating procedures best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your standard operating procedures work
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metric
    • Describe how your standard operating procedures differentiate you from your industry peers or competitors
    • Describe how you standardize, document, and measure your operating procedure for CSR hiring, CSR recognition, CSR coaching, CSR training, CSR career development, performance management, quality assurance, real-time CSR support queue, knowledge management tool, and desktop applications
    • Describe how you standardize, document, and measure your contact channel operating practices for your call center, email, website, IVR, and any other applicable contact channels
  32.  

  33. Continuous Improvement Process:

    Best Practice Impact on CX: Show how your continuous improvement process best practice improves or maintains great FCR, contact resolution, Csat, and Esat performance.

    • Describe how your continuous improvement process works
    • Show your CX results for FCR, contact resolution, Csat, Esat, and customer retention metrics
    • Describe how your continuous improvement process differentiates you from your industry peers or competitors
    • Describe how you use customer feedback and internal data to identify CX opportunities for improvement
    • Describe how you develop an action plan to improve CX
    • Describe how you check if your CX improvement initiatives were successful
    • Describe how you act to fully implement your CX improvement initiatives

 

Application Details for CX Best Practice Categories

  • The nomination process requires a CX best practice (e.g., people, process, and technology) story submission.
  • SQM clients or non-SQM clients are eligible to apply for CX Best Practice Awards
  • Organizations can submit best practices for any, or all categories
  • Past winners can resubmit applications for any best practice category
  • For each category, the winning organization will receive a trophy award, and SQM will publicize your success
  • Deadline for submission(s) is November 30, 2017 and winners will be announced on February 15, 2018
  • The submission process could potentially include a phone interview or an onsite visit with SQM subject matter experts
  • If an onsite visit is required, we ask the organization to demonstrate the reasons why they believe they have a CX Best Practice
  • CX Best practice winners must have at least one person from their organization attend SQM’s CX Conference Awards Dinner Gala.
  • SQM’s 19th Annual Contact Center CX Conference and Awards Dinner will be held in Vernon, B.C., May 22nd to 24th, 2018 where we will recognize the organizations that have won a CX Best Practice award
  • If you win a CX Best Practice Award from SQM, you agree to allow SQM to publish an edited version of your submission story on SQM’s website and through email marketing blasts, social media sites, press releases, SQM’s books, whitepapers, webinars, and other marketing material

 

CX Best Practice Award Criteria

  • Organizations applying for a CX Best Practice Award must submit specific practices (e.g., people, process, and technology) they have used to improve or provide a positive CX
  • Provide specific data information such as FCR, Csat, operational savings and/or revenue that can be specifically linked to the CX Best Practice success
  • We highly recommend that nominees review past CX Best Practice winner stories to assist them in writing a compelling CX Best Practice
  • FCR can be determined by the customer or the organization, and Csat must be determined by the customer
  • For both FCR and/or Csat, please provide ratings information for years 2016 and 2017 including sample sizes and method of measurement
  • Please provide ratings information that show the link between your FCR/Csat performance and your specific practices used to improve or maintain high FCR/Csat performance
  • For each category, submissions should be no longer than 50,000 characters (5 pages or less) using SQM’s online application form

SQM will use a panel of 6 subject matter experts to examine each submission to determine the CX Best Practice Award winner for each category

Click Here to Apply