SQM Group

Customer Service Videos

SQM has developed a series of videos that focus on helping call centers improve their First Call Resolution, customer and employee experience, lower their operating costs, and improve their customer service. We have also showcased our mySQM™ Customer Service QA Software and our Virtual Award Ceremonies over the last couple of years.

Call Center Customer Service Videos

SQM focuses on helping call centers improve their First Call Resolution, customer and employee experience, lower their operating costs, and improve their customer service. Our videos are created to give an in-depth understanding of the metrics that matter the most to the call center industry. We have included:

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Featured Video

Customer Service Metrics Videos

mySQM™ FCR Insights Software Videos

Virtual Contact Center Awards Videos

Client Testimonial Videos

VSP Vision Care

Kathy Rodine,VP of Customer Care

“One of the great components of SQM’s offerings is the surveying at the agent level. Boy! What a motivator it can be to have first call resolution and customer satisfaction at the agent level.”


Rich Macha, Executive VP, Strategic Accounts

“It’s very important to understand the voice of the customer. In turn we’re meeting our clients’ expectations and consistently improving and delivering better service through the feedback process”

Canadian Tire Financial Services

David Schlumberger, Associate VP

Award: Contact Center of the Year and Best Performing Small/Mid Sized Contact Center

Starwood Hotels and Resorts

Monica Lopes-Lyn, Associate Director, CCC Global Operations

Award: FCR Best Practice – Career Advancement

407 ETR

John Galibert, Director, Customer Operations
Jennifer Stachowski, Program Manager

Award: FCR Best Practice – Recognition Program


Karen Lyons, Supervisor, Senior Markets

Award: Supervisor of the Year

Sun Life Financial

Tara Gray, CSR
Award: CSR of the Year


Webinar: Establishing Goals to Improve Performance

Many managers can relate to the statement, “The metrics that Agents are held accountable to, improve.” With this in mind, it is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.

Webinar: Service Recovery At Its Best

An effective call escalation process can avoid many of the additional calls the contact center receives from customers whose issues are not resolved on the first call. At the same time, the contact center can improve overall customer experience (CX), reduce operational costs, and retain the organization’s customers.

Webinar: Recognition Changes Behavior

A best practice to improve Customer Experience (CX) performance is by recognizing CSR behavior and basing rewards on Voice of the Customer (VoC) survey results with a recognition program.

Webinar: Call Handling Behaviors That Work

At the heart of world class customer experience is the way in which CSRs handle calls. Contact center managers know that CSRs must have the necessary product, service, and technology knowledge, but just as important is their ability to handle calls to ensure call resolution and provide world class customer experience.

Webinar: Survey Methodology Best Practices

Organizations conducting post-contact surveys to understand customer experience (CX) are more likely to improve CX than organizations using only internal metrics. A best practice for gathering feedback about a customers’ experience when resolving an inquiry or problem is through the survey process.

Webinar: Customer Quality Assurance: Why it works

CQA is one of the best practices for improving customer experience performance. Very few other initiatives have provided such performance improvement increases.