SQM’s 2014 North American Call Center Industry Awards for Service Quality Excellence

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There are 7 new Award winners that have just been announced by SQM. These Award winners are recognized for being Leaders and Champions in the achievement of First Call Resolution in their organizations.

SQM Group

These Award winners are recognized for being Leaders and Champions in the achievement of First Call Resolution in their organizations.

The FCR Leadership Award is awarded to leaders at the strategic level of the business who have prioritized the FCR measure and use of Voice of Customer data, resulting in improved FCR performance. These leaders have a clear FCR vision, provide the resources for FCR to occur in the organization and act as the driving force of FCR amongst executives.

This year’s FCR Leadership Award winners are:

Tom Band - Millennium1 Solutions    
Joanne Walch    - Regence BlueCross BlueShield
Dave Difelice - Canadian Tire Financial Services

The FCR Champion Award is awarded individuals who are seen by the call center leadership and front line representatives as the “go to” person for FCR. These individuals demonstrate a personal passion for FCR, have a deep understanding of the surveying process and Voice of Customer data, and support training and communication sessions both on a one-to-one basis and at the group level.

This year’s FCR Champion Award winners are:

Laura Martin - Scotia iTRADE
Emily Fair - Blue Cross Blue Shield of Vermont
Geoff Adams - MassMutual
Mauricio Ramos - Scotiabank International

SQM benchmarks over 500 leading North American call centers on an annual basis and has been conducting first call resolution (FCR), employee satisfaction (Esat) and customer satisfaction (Csat) benchmarking studies since 1996. (click here to learn more)

SQM will be presenting the FCR Leadership and FCR Champion Awards at SQM’s 16th Annual FCR Best Practices Conference held in Coeur d’Alene, Idaho, June 2nd – 4th, 2015. Click here to see the complete listing of ALL 2014 award winners. SQM is pleased to arrange press interviews with these notable individuals.

For questions about the SQM awards & conference, please contact:
Julie Shields, SQM Group, (800) 446-2095, inform(at)sqmgroup(dot)com

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Julie Shields
SQM Group, Inc.
+1 (800) 446-2095
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Sarah Kennedy
SQM Group
(800) 446-2095
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