Contact Center Industry 2016 Award Winners

Published on: 6/29/17, 11:33 AM

Contact Center 2016 Awards Announcement

A Message from Mike Desmarais, Founder and CEO, SQM Group

As Founder of SQM Group, I look forward to the moment every year when we announce the winners of our annual Contact Center Customer Experience (CX) Awards program.

SQM awards CX excellence for FCR, customer and employee satisfaction performance for the contact center industry. We have recognized top performing organizations since 1998. SQM awards are unique in the industry as they are based on surveys with customers who have used a contact center and employees who work in a contact center. Our contact center CX best practice awards are considered the fairest and most credible CX awards in the industry as they are based on voice of the customer and voice of the employee survey ratings.

SQM has more than 50 different awards that recognize the top performing contact centers. As we approach the deadline of December 31, 2017 for our current awards year, SQM is once again honored to recognize last year’s Contact Center CX Award winners for their outstanding achievements in 2016. I invite you to see the full list of award winners from 2016 here.

Congratulations to all of our award winners!

Best, Mike Desmarais

Mike Desmarais


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.