Founder and Chief Executive Officer of SQM Group. Mike received his MBA from Athabasca University in April of 2020. Since 1996, Service Quality Measurement (SQM) Group has been a leading North American QA customer experience software, benchmarking, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure, benchmark and improve QA, First Call Resolution and Customer Experience Management (CXM) and to recognize organizations that have demonstrated CX excellence. As an entrepreneur, I have extensive experience in developing business strategies, business planning, employee development, day-to-day operations, sales, branding, and finance. My organization has 125 employees and we operate two state-of-the-art CX research centers with one located in Coeur d’Alene, Idaho and the other in Vernon, British Columbia. Some of the largest organizations in North America use SQM’s CXM research and consulting services. I have over 25 years of CXM measurement, benchmarking, and consulting experience. As a consultant, I have experience working with leading North American organizations on improving CX. I have written and published five thought-provoking books on call center QA CX (i.e., World Class Call Center, First Call Resolution, FCR Best Practices, One Contact Resolution, and most recently, One Contact Resolution 2nd Edition). I have conducted CX best practice case studies with organizations such as American Express, FedEx, Canadian Tire, Blue Cross Blue Shield, and VSP Insurance.

Senior Customer Experience Manager at ICG Propane/Petro-Canada (currently operating as Suncor Energy). I was responsible for CX research and CX delivery. In addition, I was responsible for developing call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.