SQM CX Conference Makes Headline on Global News TV!

Date Published: 6/26/18, 2:16 PM


World Class Conference

SQM’s primary purpose is to help organizations improve their customer and employee experience performance - one individual at a time. On May 24, 2018, SQM Group Inc. recognized award-winning contact centers and front-line employee performances for over 50+ different award categories at the 19th Annual Customer Experience (CX) Awards Gala including Contact Center of the Year, CSR and Supervisor of the Year, World Class Certification, and Customer Experience Best Practices. This year was a special year for us at SQM, as Global News covered the awards gala and joined us in celebrating the best in the business for contact centers. Thank you to Global News for featuring our prestigious event this year!


Some of the award winners showcased this year included VSP Vision Care, who was a fourth-time winner of the highly coveted Contact Center of the Year award. This award is based on having the highest combined customer experience and employee experience ratings. In addition, Canadian Tire Financial Services (CRCC) and Jackson won the finalist awards for Contact Center of the Year.

SQM’s awards and certification programs are the most credible and rewarding recognition programs in the contact center industry as they are based on customers' experiences using contact centers and/or employees working in contact centers. 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. Receiving these awards and certificates in front of over 400 contact center peers is extremely gratifying.

For 2018, the 3-day event was held at the world-class Sparkling Hill Resort & Spa in Vernon, BC, Canada providing the perfect intimate learning environment. Year-over-year, SQM receives world-class ratings from attendees, and this event continues to receive an unprecedented number of registrations from all over North America.

For 2019, we invite you to join us in celebrating SQM’s 20th Annual CX Conference and Industry Awards being held at the Historic Davenport Hotel in Spokane, Washington from May 7 - 9, 2019. This hotel is known as one of the top iconic hotels in North America with a rich history that blends timeless design with modern comforts. SQM’s 2019 CX Conference and Industry Awards will take place across three days with 20+ speakers, 400+ attendees, and proven award-winning CX best practices.

Some key highlights of the event for attendees include attending the executive or management best practice learning tracks, benefiting from networking opportunities, and participating in the CSR appreciation day activities. Attendees will discover ground-breaking CX research presented by Mike Desmarais, CEO and Founder of SQM, as well as learn best practices to improve their customers’ experiences when contacting their organization. After three days of learning, relaxing, and indulging in experiences that will last you a lifetime, we end the conference with a black-tie gala awards celebration for all to enjoy!

Do you ever wonder how you and your organization could benefit from winning an SQM Contact Center CX Excellence Award? If you are interested in learning more about SQM’s Conference, including the 5 benefits of winning an SQM Contact Center CX Excellence Award, contact SQM today!

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.