Contact Center Improvement Books

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.

Author Mike Desmarais

Mike Desmarais

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.

Contact Mike on LinkedIn

Author Lara Pow

Lara Pow

President of SQM Group

Lara Pow, DBA, is President of SQM Group. Lara has a Doctorate in Business Administration and a Master’s degree in Mathematical Physics. She has over 15 years of research and analysis experience.

Lara Pow