FCR Improvement Software for Call Centers
Studies Designed to Improve FCR and Provide Great CX
Awards Recognizing Excellence in FCR, CX, and EX Delivery
The Resources You Need to Improve FCR, CX, and EX
Improve FCR, CX, and EX - One Individual at a Time
Since 1996, SQM has been awarding organizations for Call Center FCR Customer Experience (CX), Employee Experience (EX), and FCR Best Practices. SQM’s Awards Program is considered the most prestigious and sought-after North American contact center industry awards. What makes SQM’s awards unique is that they are based on customers who have used a contact center, and/or employees who work in a contact center.
The nomination process requires submitting a FCR best practice (e.g., people, process, and technology practices) story. In addition, the process could potentially include a phone interview or an onsite visit with SQM subject matter experts. If an onsite visit is required, we ask the organization to demonstrate the reasons why they believe they have a FCR Best Practice.
SQM benchmarks over 500 leading North American contact centers on an annual basis. Award winners include American Express, AmeriHealth Caritas, Canadian Tire Financial Services, FedEx Express Canada, Capital One, VSP Vision Care, and UPMC Health Care.