About the Authors
With over 40 years of combined contact center industry experience, and the backing of multiple degrees, Mike Desmarais and Lara Pow are the primary authors of all of SQM Groups customer experience research books. Their passion and desire to research, consult, and award within the contact center industry is second to none and their insights are held in high regards by the leaders of many Fortune 500 companies.
Founder and Chief Executive Officer of SQM Group
Mike is the Founder and Chief Executive Officer of SQM Group. Mike has over 25 years of contact center service quality measurement, benchmarking and consulting experience.