Contact Center Industry 2015 Award Winners

Published on: 1/29/16, 4:25 PM

Contact Center Awards 2015A Message from Mike Desmarais, Founder and CEO, SQM Group

As Founder of SQM Group, I look forward to this moment every year where we announce the winners for our annual Voice of the Customer Excellence program. And this is our 17th year!

Our Awards are unique in the industry as they are based on a telephone survey with customers within two business days of their contact with the contact center to understand the customer experience. Our awards are then primarily based on first contact resolution and customer satisfaction with the service experience.

I invite you to check out our full list of winners that has just gone live on our site. (Click here for award winners) And please look out for a second listing of our Best Practice Award winners which I will announce on Feb 15th.

Congratulations to all of our award winners!

Best, Mike Desmarais




Learn more about our awards program

About the Author: Mike Desmarais

Mike DesmaraisMike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike is currently an MBA Candidate at Athabasca University. Mike has over 25 years of customer experience (CX) measurement, benchmarking, and consulting. As a consultant, Mike has experience working with leading North American organizations on improving CX. Mike has developed several key best practices that are fundamental to providing world class contact channel customer experiences. He uses his best practice knowledge to assess contact channel operations and to pinpoint the 3-5 pivotal changes that will drive real and significant CX improvement. Mike is a pioneer and visionary in contact channels’ CX measurement of first call resolution, one contact resolution, omni-channel, CX greatness, customer emotion, and retention metrics. Mike has written five thought-provoking contact channel CX research books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution and most recently One Contact Resolution 2nd Edition). Mike has conducted best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care. In addition, Mike is a popular contact center industry thought-leader with over 20,000 LinkedIn followers and is one of the top 10 most influential contributors in the contact center industry based on a recent Fonolo poll. Mike is a sought-after speaker for contact center conferences and has a world class satisfaction rating for speaking at those events.