Contact Center QA & CX Industry Awards Program
Since 1998, our Contact Center Quality Assurance (QA) and Customer Experience (CX) Industry Awards have recognized top-performing companies for QA Scores, Customer Satisfaction (CSAT), First Call Resolution (FCR), Employee Satisfaction (ESAT) Excellence, and Best Practices.
SQM's QA & CX Awards Program is considered the most prestigious and sought-after North American Contact Center QA and CX Industry Awards. What makes SQM's awards unique is that they are based on customers who have used a contact center and employees who work in one.
We have been working with SQM for decades — mySQM™ QA has great data mining and agent performance CX improvement opportunity capabilities.
mySQM™ QA helps us to be more holistic in our CX approach — resulting in over 20 years of world-class CX delivery.
mySQM™ QA software is fantastic — there is an SQM debit card feature that we use to immediately recognize agents with dollars for delivering great CX.
mySQM™ QA has helped us improve CX — by being able to see the opportunities that come from customer's feedback.
We have more than 50 different Customer and Employee Experience Awards and recognize the top-performing contact centers and agents who have demonstrated excellence for QA, FCR, CSAT, ESAT, and Best Practice performance.
SQM benchmarks over 500 leading North American contact centers annually. Award winners include American Express, Blue Cross Blue Shield (BCBS), Canadian Tire Financial Services, FedEx Express Canada, Capital One, VSP Vision Care, and UPMC Health Care.
The nomination process requires submitting a best practice (e.g., people, process, and technology practices) story. Additionally, the nomination process may involve a phone interview or an onsite visit with SQM subject matter experts. If an onsite visit is required, we ask the organization to demonstrate the reasons why they believe they have a best practice.
SQM's Contact Center World-Class CX Certification Program is designed to assess whether contact centers, supervisors, and agents are meeting the world-class CSAT standard. If they are, they will be certified.
