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™ FCR Insights 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:

To keep up with the work that SQM is doing, Sign-up for SQM’s latest research and best practice videos, blog posts, and whitepapers delivered weekly.

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