Due to the COVID-19 outbreak, SQM will post all updates to our conference and provide client information here.
UPDATE: Staying Connected Through COVID-19.

Updated: April 17, 2020

SQM's 21st Annual Customer Experience Conference and Industry Awards

September 1-3, 2020, Coeur d'Alene Resort, Idaho

HIGHLIGHTS

  • 85% of attendees rate this conference as world class
  • Learn industry-proven strategies on how to improve CX
  • Executive and management CX best practice learning tracks
  • Learn how to develop a CX management strategy
  • Proven award-winning CX best practice presenters
  • Top 10 best practices that will improve CX
  • Ground-breaking contact channel CX research
  • Networking opportunities
  • CSR appreciation day activities
  • Awards ceremony celebration and gala dinner

Download Our Event App

Coeur d'Alene Resort

21ST ANNUAL

CUSTOMER EXPERIENCE
CONFERENCE AND INDUSTRY AWARDS


SQM’s primary purpose is to help organizations improve their customer and employee experience performance - one individual at a time.

Year-over-year, SQM’s CX Conference receives world-class ratings from attendees. Be sure to register early as this event sells out every year! As this is our 21st anniversary holding this event, this is the celebration of the year that you will not want to miss! Join us for this spectacular event on September 1 - 3, 2020, hosted at the Coeur d'Alene Resort in Coeur d'Alene, Idaho.

SQM’s 2020 CX Conference and Industry Awards will take place across 3 days with 20+ speakers, 400+ attendees, proven award-winning CX best practices, and all within an intimate learning setting.

SQM will recognize award-winning contact centers and frontline employee performances for 50+ different award categories including Contact Center of the Year, CSR and Supervisor of the Year, World Class Certification, and CX Best Practices. Our awards and certification programs are the most credible and rewarding recognition programs in the contact center industry because they are based on customers' experiences using contact centers and/or employees working in contact centers. Receiving these awards and certificates in front of over 400 contact center peers is extremely gratifying.

Some key highlights of the event for attendees include attending the executive (by invite only) or management best practice learning tracks, benefiting from networking opportunities, and participating in the CSR appreciation day activities. Attendees will discover ground-breaking CX research and learn best practices to improve their customers’ experiences when contacting their organization. After three days of learning, relaxing and indulging in experiences that will last you a lifetime, we end the conference with a black-tie, gala awards celebration for all to enjoy!

Why You Should Attend


Since 1996, SQM has brought hundreds of contact center, CX, CRM, and research leaders together for its annual CX conference and industry awards gala. 85% of attendees rate this conference as world-class customer satisfaction. Attendees tell us what they like best about attending SQM’s CX conference is the information that SQM shares from its groundbreaking CX research as well as the people, process, and technology best practices that have a proven track record of improving CX. SQM’s 2020 conference will focus on how a contact center can contribute more towards their organization’s strategy and performance and the top 10 best practices to improve CX.

Who Should Attend?


  • Customer Experience Officers
  • Contact center vice presidents and directors
  • Managers responsible for contact channel CX
  • Staff managers who have responsibilities for improving CX
  • CX research, CX and CRM managers
  • Contact center quality assurance leaders
  • Most importantly, World Class Certified frontline supervisors and CSRs

Reservation Information


The Coeur d’Alene Resort is located 38 miles (approximately 45 minutes) from the Spokane International Airport. Rooms for the conference are available at a special promotional rate.

Book Hotel Reservations

Location and Dates


The Coeur d'Alene Resort
115 S. 2nd Street Coeur d'Alene, Idaho 83814
September 1-3, 2020

 

SQM Conference Awards Gala

21ST ANNUAL CX CONFERENCE & AWARDS

Coeur d'Alene, Idaho, September 1 - 3, 2020

Venue Highlights

Coeur d'Alene Resort at Night

The Coeur d'Alene Resort

Welcome to The Coeur d'Alene Resort, a world renowned destination for vacation, business, romance and fun, overlooking a stunning alpine lake in a quaint, friendly downtown lakeside atmosphere. The Coeur d’Alene Resort is located on the north shore of Lake Coeur d'Alene, acclaimed by National Geographic as one of the most beautiful lakes in the world. In the years since its founding in 1986, The Resort has grown into top travel site for visitors from near and far, and are proud to be considered part of Pacific Northwest history. In addition to the world-famous golf course featuring the world’s only floating green, amenities at the resort include The Coeur d’Alene Resort Spa, convention facilities, a marina, a fitness center and pools, shops, and various restaurants and nightlife—all featuring excellent service, incredible views, and an emphasis on the beautiful natural surroundings.

 

Hotel & Event Location:

The Coeur d'Alene Resort
115 S. 2nd Street
Coeur d'Alene, Idaho
83814

Reservation Information:

The Coeur d’Alene Resort is located 38 miles (approximately 45 minutes) from the Spokane International Airport. Rooms for the conference are available at a special promotional rate


Hotel Amenities:

  • CDA Resort’s 17 story tower rises above downtown at the edge of Lake Coeur d’Alene

  • Each room is upscale, well-appointed designed with your enjoyment in mind

  • Complimentary WIFI internet access

  • Fitness facility with indoor and outdoor pool

  • Room services, 6:00 AM – 11:00 PM

  • Concierge staff will help you enjoy everything Coeur d’Alene has to offer

 


Coeur d'Alene

The Resort

At The Coeur d'Alene Resort, our lakefront and lake view rooms and suites have been engineered inside and out with your comfort in mind. All of our rooms feature superior soundproofing, individual ventilation units, elevated beds, sofas, spacious bathrooms, widescreen ultra HD television displays, media players, USB charging outlets, high-speed internet access, and reading chairs. Each room is designed to maximize the spectacular views of Lake Coeur d'Alene and surrounding mountains while providing guests with an upscale residential atmosphere.

 


SQM Conference Spa & Relaxation

Spa Treatments

Escape to a world of relaxation, inspired by the natural elements of the Pacific Northwest. At The Coeur d’Alene Resort Spa, your journey into peace and tranquility is yours to create. Browse our complete menu of services, treatments, and packages to plan and book your own perfect day at the Spa. Choose between more than a dozen different massage treatments providing various kinds of relaxation and pain relief.

 


CDA Golf

Floating Green

It’s one of the best-known icons in golf – the Famous Floating Green on the 14th hole. Arrive by water taxi, greeted by your personal forecaddie. The lake is a gorgeous backdrop – as well as a formidable challenge. The expertly groomed course compliments your game. The superb attention to service makes you a VIP, every time you play. The experts at Golf Digest, Golf Magazine and Conde Nast Traveler agree – this is one of the world’s best golf experiences.


Wineries & Craft Breweries

Wineries & Craft Breweries

Coeur d'Alene has several wineries and craft breweries for you to visit and discover a way of life that includes the making of wine and craft beer. You will find some of the most delightful tasting wine, and robust craft beers, but most of all – you will find the people and scenery beyond compare. Over a dozen within a 15-minute walk from the Coeur d'Alene Resort.

 

 

CSR Appreciation Day

Recognize your world class performing customer service representatives at SQM’s 21st Annual Customer Experience Conference and Industry Awards.

Recognizing customer representatives for providing great customer experience is one of the best practices for improving first call resolution and customer satisfaction. Take the opportunity at SQM’s conference to recognize your top performing agents for a job well done and celebrate their success in providing world class customer experiences.

At SQM’s Customer Service Representative Appreciation Day, celebrate your agents’ successes through unique experiences such as special spa days, wine and spirit tours, and golf and adventure. Finish off the day at our Awards Gala, where our awards celebration dinner is the most prestigious event in the contact center industry. The awards and certificates are highly coveted by CSRs, supervisors and contact centers. Receiving these awards and certificates in front of over 500 contact center peers is extremely gratifying.

 

 

Examples of CSR Appreciation Day events to be hosted:


Spa & Relaxation

Spa Treatments

Escape to a world of relaxation, inspired by the natural elements of the Pacific Northwest. At The Coeur d’Alene Resort Spa, your journey into peace and tranquility is yours to create. Browse our complete menu of services, treatments and packages to plan and book your own perfect day at the Spa. Choose between more than a dozen different massage treatments providing various kinds of relaxation and pain relief.


Float Plane Tours

Float Plane Tour

This 80-mile, 40-minute flight starts out at the north end of Lake Coeur d’Alene and then proceeds north to cover Hayden Lake, Lake Pend Oreille and Farragut State Park. On this flight, you will also see the Cabinet and Selkirk Mountains, the Clark Fork and Pend Oreille Rivers, the city of Sandpoint, Schweitzer Mountain Resort, Spirit Lake, Mt. Spokane Ski Resort, Twin Lakes, and then back over the city of Coeur d’Alene. Enjoy a picnic lunch at CDA Resort’s Lakeview Terrace following the flight.

 


Golfing in Spokane

Golf

The Coeur d'Alene golf course is simply sublime. Nothing is spared to deliver the ultimate golfing experience. As a golfer, you reach its meticulously manicured fairways with a ride in a sleek mahogany boat, and that's just for starters. With the attention of your personal forecaddie, the comfort of your luxury custom cart, gorgeous Lake Coeur d'Alene views on nearly every hole, and every item expertly attended to, you're in for the golf game of your life. It's quite simply, golf at its finest.


Ziplining

Ziplining

Four zip lines, a sky bridge, and views that are out of this world are what make Timberline Adventures the ultimate outdoor experience in Coeur d’Alene. A Yamaha Viking UTV will be waiting for you upon arrival at the property. An exciting mile-long drive with an 800ft vertical foot climb is what lies between you and your first step off our platform and into the sky. You will soar from tree to tree for two to two and a half hours before ending the course with an epic surprise.


Who Should Attend?

World Class Certified frontline supervisors and CSRs


Date and Location

September 3rd, 2020

The Coeur d'Alene Resort
115 S. 2nd Street
Coeur d'Alene, Idaho
83814

Website: www.cdaresort.com

21ST ANNUAL CX CONFERENCE & AWARDS

Coeur d'Alene, Idaho, September 1 - 3, 2020

Speakers

Exhibitors

Agenda

  • 30 August
  • 31 August
  • 01 September
  • 02 September
  • 03 September

CSR Activities

  • 03 September

21ST ANNUAL CX CONFERENCE & AWARDS

Coeur d'Alene, Idaho, September 1 - 3, 2020

Mike Desmarais

Founder and Chief Executive Officer
SQM Group, Inc
Mike Desmarais is the Founder and Chief Executive Officer of SQM Group. Mike received his MBA from Athabasca University in April of 2020. Mike has over 25 years of customer experience management (CXM) experience working with leading North American companies. Mike has written five thought-provoking contact channel CXM books (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution, and most recently One Contact Resolution 2nd Edition). Mike has conducted CXM best practice case studies with organizations such as American Express, FedEx, and VSP Vision Care. Also, Mike is a popular contact center industry thought-leader with over 20,000 LinkedIn followers and is considered one of the most influential contributors for CXM in the contact center industry.

01 September

Nader Ghattas

Senior Vice President of Consulting and Business Development
SQM Group, Inc.
Nader Ghattas, MBA, is the Senior Vice President of Consulting and Business Development with SQM Group. He brings over a decade of customer and employee experience improvement consulting to SQM. Nader leads the consulting team – bringing SQM’s proven best practices to clients and delivering proven CX/EX improvement. Nader also manages the marketing and business development teams and is actively involved in strategic client account management as a part of helping champion SQM’s growth and client success. He has an MBA and an honours degree in business management, and is proud to have started his career as a TSR at SQM, moving on to vocations in investment banking, supply chain management and international business where he developed a passion for languages and a strong commitment to customer experience. Since re-joining the company in 2012, Nader has been passionately promoting CX improvement thought leadership to the contact center industry. He is a chief spokesperson for SQM’s powerful customer and employee experience improvement offerings in software innovation, best practice consulting, and awarding.

Jonathan Bepple

Associate Vice President of Client Advocacy
SQM Group, Inc.
Jonathan completed his MSc in Systems Science at the University of British Columbia, with a focus on model building and analysis. He has over 5 years of research experience and his responsibilities include customer account management, business development, data analysis, and customized research. Jonathan joined SQM Group in April of 2017.

TeRance Golden

Operations Supervisor - Customer Experience
Blue Cross Blue Shield of Kansas City
TeRance has been with Blue Cross Blue Shield of Kansas City for over 7 years. He has held various roles in the organization including Customer Service, Learning and Development, and now Operations Supervisor. TeRance is very passionate about delivering a World Class experience not only to each member, but also to each employee. He is very proactive in the onboarding and training of new customer advocates. He also plays a vital role in weekly immersions/call calibrations meetings with leaders from Operations, Business Quality Assurance, Customer Experience, and Learning and Development. He constantly displays our team’s vision and core values, “Work together to deliver a World Class experience by inspiring each other to put our customers first.”

Hannah Mathis

Training Specialist, Sr.
Blue Cross Blue Shield of Kansas City
Hannah has a passion for helping others learn and grow within their careers. Her experiences as a part of the Blue Cross and Blue Shield learning and development team have allowed her to consult with key business partners to develop and implement innovative learning solutions. Hannah currently holds a Master of Science Degree in Education, Learning Design and Technology from Purdue University. Additionally, she has a Bachelor of Science in chemistry from University of Missouri, Kansas City. Hannah began her career out of college with Blue Cross and Blue Shield of Kansas City and has been with the company for nearly 6 years. Shortly after starting, Hannah moved to a learning and development department and has been with the department for 4.5 years. She currently serves as the lead program designer for the customer service new hire program and has spent the last 2 years focusing on redesigning and enhancing the customer service training program to better meet the needs of both the customers and the learners. Outside of work, Hannah is a member of the Association for Talent Development, Kansas City chapter.

Liz Smollett

Senior Manager of Member and Provider Service Quality
Blue Cross Blue Shield of Massachusetts
Liz Smollett is the Senior Manager of Member and Provider Service Quality for BCBSMA. She has been with Blue Cross Blue Shield of Massachusetts for fourteen years. Liz has held various roles throughout her career with BCBSMA, primarily in an operations environment, including Member Service Phone Representative, Member Service Supervisor and Member Service Manager. Liz’s extensive background in teaching and leadership, all within the ‘member arena’ gives her a unique perspective on transforming the member experience. Her passion for coaching and teaching is evident in the work she does every day and has most recently been showcased in the new quality programs that she and her team have created and implemented with a focus on individualized coaching, guiding our front-line phone associates and empowering them to provide world class member experiences.

02 September

Tracy Dietel

Senior Business Analyst Member and Provider Service
Blue Cross Blue Shield of Massachusetts
Tracy Dietel been with Blue Cross Blue Shield of Massachusetts for eighteen years. Tracy has held various roles throughout her career including member service, research, quality assurance, process improvement, and analytics. Tracy’s extensive background gives her unique perspective on transforming the member experience. She is also trained as a Design Thinking Catalyst which provides her with a broader skill set to train individuals to use a human centered design approach to continuous improvement initiatives.
Tracy’s work focuses on collaborating across the organization – from sales, to enrollment, to claims – to ensure we are providing a personal, professional and efficient experience for our members on each contact. She is passionate about her work and seen as a trusted advisor who uses her analytical skill set to make effective and meaningful recommendations to continually improve the member’s experience.

02 September

Troy McHenry

Senior Program Manager, Voice of the Customer and Voice of the Employee
BlueCross and BlueShield of North Carolina
Troy McHenry, is the Senior Program Manager responsible for the strategy and administration of the Voice of the Customer (VoC) and Voice of the Employee (VoE) programs across the Service division at Blue Cross NC. Troy is working to advance their members' experiences by improving every service interaction across all their service channels by connecting member sentiment, operational and experience data with employee engagement/performance. Underpinning this is intelligent survey design using best-in-class tools and technology. Troy is currently focused on a large enterprise-wide implementation of Qualtrics XM.Previous roles at Blue Cross NC include Lead Program Manager of Service Optimization and Senior Business Process Consultant. Before joining Blue Cross NC, Troy managed contact center Workforce Management, Call Quality, and Metrics & Analytics teams within the financial services industry. Troy is a prior presenter at the Blue Cross Blue Shield Association’s Collaboration for Service Improvement workgroup and at the annual conference of the Society of Workforce Planning Professionals (SWPP). Troy received his BSBA from Appalachian State University and resides in Chapel Hill, North Carolina.

01 September

Diahn McHenry

Vice President of the Service Center and Relationship Management
Jackson
Diahn McHenry, Vice President of the Service Center and Relationship Management at Jackson, has been with the company for 10 years. Her current role includes responsibility for the Contact Center that provides servicing to advisors and clients on many different Life and Annuity products. Throughout her 30 years in the Financial Services industry she has held various positions, which include work with software companies and other insurers. With the majority of her time focused on customer service, Diahn has found a passion for working with associates to develop excellence in servicing customers. "It is extremely rewarding to watch our teams excel at providing World Class Service and to be recognized for their efforts."

01 September

Catina Ciuro

Manager, Customer Service
Regence BlueCross BlueShield
Catina has been with Regence BlueCross BlueShield since 2007. During her time, she has held several roles all centered around improving the consumer experience. Catina is passionate in developing, growing and serving her staff so they achieve their career and personal goals. Prior to joining Regence she had a successful 10 year career in the health and beauty industry during which time she developed her leadership skills. Catina loves helping others and serving her community in Southern Oregon. Catina enjoys rewarding her team for the awesome work they do daily, she recognizes they have a hard job and without them our company could not succeed. Awards Regence has achieved: 2015 - Contact Center World Class FCR, 2017 - Customer Experience Best Practice: Escalation CSR Support, 2018 - Contact Center World Class CS Certification, and 2018 - World Class Employee Experience Award.

Holly Moore

Director, Medicare Operations
Regence BlueCross BlueShield
Holly was raised and currently lives in Salem, Oregon. She has worked for Regence since 1990. For the past five years Holly has been the Director of Medicare Operations focused on enhancing member expereince while maintaining compliance with Medicare regulations. In her nearly 30 year career at Regence she has led teams and process improvement efforts that drive innovative solutions to resolve member pain points and improve the overall member expereince. Holly nurtures relationships internally and externally to build trust and encourages those around her to look for new ways to learn and grow from the ever changing healthcare environment.

Mark Davis

Director, Customer Experience
VSP Vision Care
Graduating from Mid-America Nazarene University with a degree in Business Administration, Mark Davis serves VSP as Director, Customer Experience. He currently provides leadership for 300 Vision Benefits CSRs, both onsite and remote, as well as 60 Retail Service Center CSR’s cross-site. Throughout his career, Mark has been involved in client care roles, serving as Director of Customer Care for JCPenney and American Home Shield, and as Vice President, Customer Service for Assurant Solutions where he co-authored and was awarded two call routing patents. A volunteer for the Mid-Ohio Food Bank, Mark is an invaluable member of the VSP team.

Melody Healy

Chief Operating Officer
VSP Vision Care
Melody Healy is the Chief Operating Officer of VSP Vision Care, responsible for Customer Experience, Product & Payment Integration, Product Strategy & Integration and the Portfolio Management teams that comprise the Operations Division. A graduate of CSU Sacramento's business school, she brings extensive insurance industry experience, specifically focused on Worker’s Compensation, Senior Healthcare, and Employee Benefits. Joining VSP in 1997, her contributions have now spanned more than two decades, in which she has held various Marketing, Account Management, and Product Development positions within the company.

Yvonne Miller

VP of Operations, Customer Experience Center
VSP Vision Care
Yvonne Miller is the Vice President of Customer Experience Center for VSP Vision Care. She has her Executive MBA from California State University-Sacramento with her bachelor’s degree in Computer Information Systems from Chapman University. She has been with VSP since 1994.

Yvonne joined VSP Vision Care over 25 years ago as a Customer Service Representative and has held a variety of roles. Her background includes contact center and operations management; cross-site management, business process improvement, cross-functional partnership, customer experience, quality and strategic planning, project and program management as well as business analysis. Yvonne also brings over 30 years of customer service experience in a variety of industries, including banking, retail, mortgage and vision insurance.

01 September

Lisa Moody

Director, Customer Care
World Vision Canada
Lisa is the Director of Customer Care at World Vision Canada, where she provides leadership and strategic oversight to the contact centers in Mississauga, Montreal and Manila.In this capacity, she focuses her teams to execute the optimal customer experience, while delivering on shared marketing acquisition and retention goals across the organization.With the ever-growing need to acquire well-engaged and loyal donors, central to Lisa’s role is the motivation of over 110 team members to deliver meaningful and highly customer-centric experience. Having held various leadership roles for more than 28 years at World Vision, in marketing, international programs and business operations, she has made significant contributions to the development and execution of robust strategies that increase revenue, improve operational efficiencies and secures donor loyalty. Lisa is a steadfast champion for the most vulnerable girls and boys in our world. Each day, she lives out a vibrant and contagious passion for her work at an organization that thrives to do more for more children.

02 September

To be announced

CONCIERGE SERVICE

12:00 PM 08:00 PM Spokane Airport Concierge Lounge

Refresh after your flight with juice, coffee, and snacks at our relaxing Concierge Lounge at Spokane Airport before hopping on the shuttle to the resort. Shuttle arrangements can be made with the CDA Resort.

CONFERENCE REGISTRATION

12:00 PM 08:00 PM Coeur d’Alene Resort Lobby Lounge

SQM’s outstanding customer experience (CX) team will welcome you to the event with a registration gift package and will be there to help you coordinate signing up for tours or plan activities at our event.

CONCIERGE SERVICE

12:00 PM 08:00 PM Spokane Airport Concierge Lounge

Refresh after your flight with juice, coffee, and snacks at our relaxing Concierge Lounge at Spokane Airport before hopping on the shuttle to the resort. Shuttle arrangements can be made with the CDA Resort.

WELCOME RECEPTION

05:00 PM 09:00 PM Coeur d’Alene Resort Whispers Lounge

Come to Whispers Lounge and meet your fellow conference attendees. Strike up conversations with industry peers while enjoying the region’s finest wines and culinary offerings.

CONFERENCE REGISTRATION

06:30 AM 01:00 PM Coeur d’Alene Resort Lobby Lounge

SQM’s outstanding customer experience (CX) team will welcome you to the event with a registration gift package and will be there to help you coordinate signing up for tours or plan activities at our event.

BREAKFAST

07:00 AM 08:30 AM Beverly’s Restaurant – 7th floor

Kick-off the SQM conference and start your day with a delicious breakfast.

BOAT CRUISE

08:30 AM 09:00 AM Meet at the Lakefront Boardwalk

Meet at the lakefront boardwalk at the Coeur d’Alene Resort to board the cruise boat at 8:30 am to cruise the lake on your journey to the Hagadone Events Center. Boat departs at 9:00 am.

KEYNOTE: THE CX JOURNEY, MIKE DESMARAIS, FOUNDER AND CEO OF SQM GROUP

10:00 AM 11:30 AM Hagadone Event Center

Mike’s keynote presentation will be based on our new Software as a Service (SaaS) subscription business model, powered by our recently developed mySQM™ CX Insights software. His presentation will focus on our mySQM™ CX Insights software CX Personalized Intelligence (PI)™ suite, which provides individualized improvement suggestions to increase an employee’s CX and EX performance based on the practices of benchmarking and ranking individual performance; rewards and recognition; best practice recommendations; coaching tracker for assessing performance; and add-on survey questions for focusing on areas of improvement.

Speakers

LUNCH BUFFET

11:30 AM 01:00 PM Hagadone Event Center

KEYNOTE: CONTACT CENTER OF THE YEAR 2019 AWARD WINNER

01:00 PM 02:00 PM Hagadone Event Center

Find out how this top performing organization used the mySQM™ software to provide world class customer and employee experiences and achieved the Contact Center of the Year Award.

Speakers

BREAK

02:00 PM 02:15 PM Hagadone Event Center

Enjoy coffee and treats. Includes coffee, tea, juice, and water.

KEYNOTE: CREATING CSR ENGAGEMENT THROUGH SOCIAL RESPONSIBILITY

02:15 PM 03:00 PM Hagadone Event Center

Learn about encouraging your CSR team to get involved in the community and how that elevates their performance and employee experience.

Speakers

KEYNOTE: WORLD CLASS CULTURE

03:00 PM 03:45 PM Hagadone Event Center

Learn how this organization has created and maintained a culture focused on providing world class customer experiences.

Speakers

BOAT CRUISE

04:00 PM 05:00 PM

Relax on the boat ride back to the resort while you enjoy some appetizers and cocktails.

DINNER

06:00 PM 09:00 PM Bays 3 & 4

Enjoy a splendid gourmet buffet dinner upon your return to the resort.

CONFERENCE REGISTRATION

06:30 AM 04:30 PM Coeur d’Alene Resort Lobby Lounge

SQM’s outstanding customer experience (CX) team will welcome your world class CSRs and supervisors with everything they need to make their Appreciation Day a success.

BREAKFAST

07:00 AM 08:00 AM Bays 3 & 4

CX BEST PRACTICE SESSION - CSR TRAINING

08:45 AM 09:30 AM

Discover from this world class company how to streamline CSR training using mySQM™ and increase employee retention and performance.

BREAK

09:30 AM 10:00 AM

Enjoy coffee and treats. Includes coffee, tea, juice, and water.

CX BEST PRACTICE SESSION - CSR COACHING

10:00 AM 10:45 AM

Learn how this top-level organization uses mySQM™ for a customized coaching approach for individual CSRs in order to see immediate gains and improve the employee experience.

Speakers

CX BEST PRACTICE SESSION - CSR PERFORMANCE MANAGEMENT

10:45 AM 11:30 AM

Learn how to use mySQM™ to manage your team’s performance from this 2019 award-winning organization.

LUNCH

11:30 AM 01:00 PM Bays 3 & 4

CX BEST PRACTICE SESSION - ESCALATION CSR SUPPORT

01:00 PM 01:45 PM

Discover how this consecutive FCR Improvement winner uses mySQM™ to ensure their escalation CSR support team helps CSRs provide world class customer experiences.

CX BEST PRACTICE SESSION - CSR RECOGNITION

01:45 PM 02:30 PM

Learn from this multiple award-winning organization on how they use mySQM™ to recognize their CSRs to improve performance and increase employee retention.

BREAK

02:30 PM 03:00 PM

Enjoy coffee and treats. Includes coffee, tea, juice, and water.

CX BEST PRACTICE SESSION – QUALITY ASSURANCE PROGRAM

03:00 PM 03:45 PM

Discover industry leading techniques by this award-winning organization on how to provide world class customer experience through the quality assurance program.

Speakers

BOAT CRUISE

05:30 PM 06:00 PM

Board the cruise boat to head over to the event center and join us for our themed evening of a Hawaiian Luau. Boat departs at 5:30 pm to the Hagadone Event center.

HAWAIIAN LUAU DINNER

06:00 PM 09:30 PM Hagadone Event Center

Wear your brightest Hawaiian shirt and savor the culinary delights. From the Big Island right to your plate. Our Hawaiian themed dinner and party will delight not only your taste buds but also your ear buds. Everyone gets a lei!

CSR APPRECIATION DAY ACTIVITIES

07:00 AM 03:00 PM

Celebrate your agents’ successes through unique experiences such as special spa days, wine and spirit tours, and golf and adventure.

BREAKFAST

08:00 AM 09:00 AM Bays 3 & 4

SQM VoC REASEARCH CENTER TOUR

10:00 AM 12:00 PM Lobby of The Coeur d'Alene Resort

Tour SQM’s US corporate headquarters and spend time with us in our state-of-the-art Coeur d’Alene based VoC Research Center.

WINE RECEPTION

05:00 PM 06:00 PM Whispers Lounge

Mingle in the lounge and enjoy a few drinks before the main event.

CX INDUSTRY AWARDS AND GALA DINNER

06:00 PM 09:00 PM Bays 3, 4, 5, 6

Be dazzled at SQM's 21st Annual CX Gala Industry Awards celebration recognizing world class performing organizations and individuals who provide great CX as judged by the customers they serve and employees who work in the contact center.

POST-GALA TRIPLE EXPERIENCE EXTRAVAGANZA

09:00 PM 11:59 PM

  • Stick ‘em up! It’s the Wild West Casino Experience – Spin the Roulette wheel, try your hand at Texas Hold ‘em, and place your bets on having a jackpot experience with your team and peers
  • Private Nightclub Experience – Enjoy custom created beats and tracks with our DJ spinning tunes for your dancing pleasure until midnight.
  • KOSH (full band) – Crank up the energy with a live performance from this band who has worked previously with international acts including Kid Rock, Bret Michaels, and Metallica. If you thought three KOSH members was a hit, wait until you see the full ensemble!!

CSR APPRECIATION DAY ACTIVITIES

07:00 AM 03:00 PM