award-logo-prSQM’s 17th Annual Contact Center Industry Awards Announcement Part 2

Published on February 18, 2016

SQM is pleased to announce the winners for our 2015 Contact Center Best Practice Awards. These awards acknowledge organizations that have demonstrated best practices that have improved or helped maintain high first call resolution, customer satisfaction, and employee satisfaction performance. Both SQM clients and non-SQM clients submitted stories for our 2015 Contact Center Best Practice Awards.Read the full story…

award-logo-prSQM’s 17th Annual Contact Center Industry Awards Announcement

Press Release Published in January, 2016

SQM is pleased to announce our 2015 award winning contact centers. This is SQM’s 17th Annual Most Prestigious North American Contact Center Industry 2015 Awards for Service Quality Excellence. Read the full story…

Contact Center Industry Award Winners GuideSQM Announces the 2014 Contact Center Industry Award Winner Guide

SQM is pleased to announce our 2014 Award Winner Guide. This Award Winner Guide is for SQM’s 16th Annual Most Prestigious North American Call Center Industry 2014 Awards for Service Quality Excellence. Read the full story…

award-logo-prSQM’s 16th Annual Most Prestigious North American Call Center Industry 2014 Awards for Service Quality Excellence Program

Press Release Published in January, 2015

SQM is pleased to announce our 2014 award winning call centers and frontline employees. This is SQM’s 16th Annual Most Prestigious North American Call Center Industry 2014 Awards for Service Quality Excellence. Read the full story…

award-logo-prSQM’s 15th Annual Most Prestigious North American Call Center Industry 2013 Awards for Service Quality Excellence Program

Press Release Published in January, 2013

SQM is pleased to announce our 2013 award winning call centers and frontline employees. This is SQM’s 15th Annual Most Prestigious North American Call Center Industry 2013 Awards for Service Quality Excellence. Read the full story…

Award-Guide-Cover-2013-tnSQM Announces the 2013 Call Center Industry Award Winner Guide

SQM is pleased to announce our 2013 Award Winner Guide. This Award Winner Guide is for SQM’s 15th Annual Most Prestigious North American Call Center Industry 2013 Awards for Service Quality Excellence. Read the full story…

Award-Guide-Cover-2012-tnSQM Announces the 2012 Call Center Industry Award Winner Guide

SQM is pleased to announce our 2012 Award Winner Guide. This Award Winner Guide is for SQM’s 14th Annual Most Prestigious North American Call Center Industry 2012 Awards for Service Quality Excellence. Read the full story…

Award-Guide-Cover-2011-tnSQM Announces the 2011 Call Center Industry Award Winner Guide

SQM is pleased to announce our 2011 Award Winner Guide. This Award Winner Guide is for SQM’s 13th Annual Most Prestigious North American Call Center Industry 2011 Awards for Service Quality Excellence. Read the full story…

Award-Guide-Cover-2010-tnSQM Announces the 2010 Call Center Industry Award Winner Guide

SQM is pleased to announce our 2010 Award Winner Guide. This Award Winner Guide is for SQM’s 12th Annual Most Prestigious North American Call Center Industry 2010 Awards for Service Quality Excellence. Read the full story…

Award-Guide-Cover-2009-tnSQM Announces the 2009 Call Center Industry Award Winner Guide

SQM is pleased to announce our 2009 Award Winner Guide. This Award Winner Guide is for SQM’s 11th Annual Most Prestigious North American Call Center Industry 2009 Awards for Service Quality Excellence. Read the full story…

Award-Guide-Cover-2008-tnSQM Announces the 2008 Call Center Industry Award Winner Guide

SQM is pleased to announce our 2008 Award Winner Guide. This Award Winner Guide is for SQM’s 10th Annual Most Prestigious North American Call Center Industry 2008 Awards for Service Quality Excellence. Read the full story…

robert-wood-johnson-foundationWhat Should Exchanges Know About Call Centers: A Guide for Implementation

Press Release Published in March, 2013 and prepared by Kathie Mazza and Steven McStay of Wakely Consulting Group

A Call Center (sometimes called a Customer Service Center) will play a major role in the overall success of a State-Based Exchange’s mission to connect as many people as possible with affordable—and understandable—health care coverage. Read the full story…

city-of-cdaCDA Press Release

Press Release Published in March 18, 2013

SQM is proud to announce it has expanded its operation with the opening of a new state of the art research call center in Coeur d’Alene (CDA), Idaho, with the capacity for up to 200 workstations. Read the full story…

bcbs-press-iconNew BlueCross BlueShield National Contract with SQM

Press Release Published in December, 2012

SQM has been selected as a preferred national supplier for First Call Resolution (FCR) measurement in the contact center, available to all Eligible Purchasers. This new three-year agreement has one-year renewal options thereafter. Read the full story…

awards-flagsSQM’s 14th Annual Most Prestigious North American Call Center Industry 2012 Awards for Service Quality Excellence Program

Press Release Published in October, 2012

SQM is pleased to announce our 2012 award winning call centers and frontline employees. This is SQM’s 14th Annual Most Prestigious North American Call Center Industry 2012 Awards for Service Quality Excellence. Read the full story…

fcr-cover-140SQM Announces New Book Called “First Call Resolution”

Press Release Published in October, 2012

The purpose of the book, First Call Resolution, is to help call center managers improve their first call resolution (FCR) performance. Since 1996, SQM has been the leading authority for measuring, benchmarking, tracking, consulting, awarding and improving call center FCR performance in North America. Read the full story…

contact-mgmt-cover-june-2012SQM Group Issues Five Special Awards

Press Release Published in June, 2012

Service Quality Measurement (SQM) Group, which works with companies to improve call centre operating costs, customer service and retention, handed out a number of special individual awards at its Award of Excellence gala during its conference last November in Toronto. Read the full story…

awards-flagsSQM’s 13th Annual Most Prestigious North American Call Center Industry 2011 Awards for Service Quality Excellence Program

Press Release Published in October 14, 2011

SQM is pleased to announce our 2011 award winning call centers and frontline employees. This is SQM’s 13th Annual Most Prestigious North American Call Center Industry 2011 Awards for Service Quality Excellence. Read the full story…

contact-mgmt-cover-aug-2011Why Firms Get High FCR Scores Part 3

Press Release Published in August, 2011

Call centre executives with firms that have recorded exceptional FCR rates disclose the secrets behind their success. They are clients of SQM Group, which works with companies to improve FCR and other contact centre functions. Continued from the article published in April 2011. Read the full story…

contact-mgmt-cover-july-2011Why Firms Get High FCR Scores Part 2

Press Release Published in June, 2011

Call centre executives with firms that have recorded exceptional FCR rates disclose the secrets behind their success. They are clients of SQM Group, which works with companies to improve FCR and other contact centre functions. Continued from the article published in April 2011. Read the full story…

contact-mgmt-cover-apr-2011Why Firms Get High FCR Scores Part 1

Press Release Published on June 3, 2010

Call centre executives with firms that have recorded exceptional FCR rates disclose the secrets behind their success. They are clients of SQM Group, which works with companies to improve FCR and other contact centre functions. Read the full story…

sqm-group-ok-business-coverSQM has been Recognized by PROFIT Magazine as One of the Fastest Growing Companies in Canada

Press Release Published in June 03, 2010

“We are extremely proud of our revenue growth and client retention rate and being recognized for our accomplishments by PROFIT Magazine, especially considering the fact that the 200 companies that PROFIT Magazine ranks are the fastest growing companies in Canada. Read the full story…

sqm-group-ok-business-coverCall Center Industry Leader for Customer Satisfaction Research and Best Practices

Press Release Published in July, 2010

Our growth is the result of providing our call center clients with products and services that help reduce their operating cost, improve their customer satisfaction, reduce their customers at risk and increase their opportunities to sell to customers. Read the full story…