SQM's 21st Annual Customer Experience Conference and Industry Awards
September 1-3, 2020, Coeur d'Alene Resort, Idaho
- 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
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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
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.
Location and Dates
Coeur d'Alene Resort
115 S. 2nd Street Coeur d'Alene, Idaho 83814
September 1-3, 2020
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:
115 S. 2nd Street
Coeur d'Alene, Idaho
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
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
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.
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.
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
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:
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 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.
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.
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
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