Site Map

About Us

• About SQM
  • SQM Group
  • The SQM Way
  • Press Releases
  • Key Personnel
  • Career Opportunities
• About Clients
  • Clients
  • Testimonial Videos
• Contact Us
• Do Not Contact List

Awards

• Awards Program
  • Awards Program Overview
  • Awards Program Details
  • CX Best Practice Awards FAQ
  • About SQM Certification
  • Awards & Certification Video
• Nomination Process
  • CX Best Practice Awards
  • CSR of the Year Award
  • CSR Top Improvement Awards
  • Supervisor of the Year Award
  • Supervisor Top Improvement Awards
  • CX Leader Award
• Award Winners
  • Conference & Awards Videos
  • Award Winners’ Guides
  • Award Winners by Year

Research

• CX Research Capabilities
• Contact Channel CX Study
  • Benchmarking/Tracking CX Study
  • Omni-Channel CX Study
• Enterprise-Wide CX Study
• Contact Center EX Study
• Enterprise-Wide EX Study

Conference

• About Conference
• Conference Agenda
• Speakers & Entertainers
• Conference Location
• CSR Appreciation Day
• Conference Registration

Consulting

• CX Best Practice Certification
• CX Journey Mapping
• FCR Improvement Plan
• CX Certification Courses
  • CX Journey Mapping Course
  • IDCA Improvement Cycle
  • CX Essentials

CX Content

• SQM Books
  • One Contact Resolution 2nd Edition (2017)
    • One Contact Resolution 2nd Edition Book Order Form
  • One Contact Resolution by Mike Desmarais and Lara Pow (2016)
    • One Contact Resolution Book Order Form
  • FCR Best Practices by Mike Desmarais (2015)
    • FCR Best Practices Book Order Form
  • First Call Resolution by Mike Desmarais (2012)
    • First Call Resolution Book Order Form
  • World Class Call Center by Mike Desmarais (2009)
    • World Class Call Center Book Order Form
• CX Best Practices
  • Omni-Channel
  • Omni-Channel Case Studies
  • Web Self-Service
  • Web Self-Service Case Studies
  • IVR Self-Service
  • IVR Self-Service Case Studies
  • Email Channel
  • Emerging Channels
  • Emerging Channels Case Studies
  • Quality Assurance
  • Quality Assurance Program Case Studies
  • Desktop Applications
  • Desktop Applications Case Studies
  • CSR Recognition
  • CSR Recognition Case Studies
  • CSR Career Development
  • CSR Career Development - Case Studies
  • Call Handling
  • Call Handling Case Studies
  • Escalation CSR Support
  • Escalation CSR Support Case Studies
  • Performance Management System
  • Performance Management System Case Studies
  • CSR Coaching
  • CSR Coaching Case Studies
  • CSR Training
  • CSR Training Case Studies
  • CSR Selection
  • CSR Selection Case Studies
  • Standard Operating Procedures
  • Standard Operating Procedures Case Studies
  • Continuous Improvement Process
  • Continuous Improvement Process Case Studies
• Success Stories
  • Great Customer Service Stories
    • 2008 CSR CX Success Stories
    • 2009 CSR CX Success Stories
    • 2010 CSR CX Success Stories
    • 2011 CSR CX Success Stories
    • 2012 CSR CX Success Stories
    • 2013 CSR CX Success Stories
    • 2014 CSR CX Success Stories
    • 2015 CSR CX Success Stories
    • 2016 CSR CX Success Stories
    • 2017 CSR CX Success Stories
    • 2018 CSR CX Success Stories
  • Great Supervisor Stories
    • 2018 Supervisor CX Success Stories
    • 2017 Supervisor CX Success Stories
    • 2016 Supervisor CX Success Stories
    • 2015 Supervisor CX Success Stories
    • 2014 Supervisor CX Success Stories
    • 2013 Supervisor CX Success Stories
    • 2012 Supervisor CX Success Stories
    • 2011 Supervisor CX Success Stories
    • 2010 Supervisor CX Success Stories
    • 2009 Supervisor CX Success Stories
  • Great Improvement Stories
  • Great Supervisor Customer Experience Improvement Success Stories
• CX Webinars
  • WEBINAR - Customer Quality Assurance: Why it Works
  • WEBINAR - Survey Methodology Best Practices
  • WEBINAR - Call Handling Behaviors that Work
  • WEBINAR - Recognition Changes Behavior
  • WEBINAR - Escalations: Service Recovery at its Best
  • WEBINAR - Establishing Goals to Improve Performance

Tools

• FCR Return On Investment Calculator
• Sample Size Calculator
• Randomizing List Generator

Blog

• Does Your Recognition Program Motivate CSRs and Managers?
• Contact Center Best Practice Awards: Q&A
• One Contact Resolution - The Metric that Matters the Most for Improving Multi-Channel Customer Experience
• Contact Center Industry 2015 Award Winners
• Most Customers Do Not Like to Channel Hop
• What is One Contact Resolution?
• Multi-Channel Customer Satisfaction Research
• Customer Contact Channel Preference
• Call Center Customer Experience Research
• Customer Contact Channel Usage
• Multi-Channel and Omni-Channel Customer Experience Difference
• Enterprise Wide Customer Satisfaction is Mediocre for Most
• Business Case for One Contact Resolution
• World Class Certification for CSRs and Supervisors
• FCR is More Than a Metric, it’s an Operating Philosophy
• Celebrating Customer Service Representative Heroes
• Customer Experience Strategy – Pulse Check
• Contact Center Industry 2016 Customer Experience Award Winners
• Contact Center FCR Best Practices
• What Today’s Connected Customers Really Want For CX
• Outside-In or Inside-Out CX Operating Practices
• Top 5 Reasons to Improve First Call Resolution
• Top 10 Repeat Call Reasons for Complaint Callers
• CX Journey Mapping Best Practices
• Contact Center CSR Recognition Best Practices
• Top 10 CX Metrics
• SQM CX Conference Makes Headline on Global News TV!
• Essential Drivers for Creating a Positive Customer Emotion Experience
• An Interview with SQM’s Women Leaders
• CX Listening Posts for Journey Mapping
• Employee Engagement Impact on CX and Profitability
• The Best Kept Secret - SQM's CSR of the Year
• 5 Powerful Advantages of CX Journey Mapping
• Follow the CX Leader
• Customer Quality Assurance (CQA)
• CSR Coaching and Recognition for Improving CX
• Call Handling Behaviors that Work for Improving CX
• Recognition Changes Behavior