Mike Desmarais, MBA
Founder and Chief Executive Officer at SQM Group Inc.- Claim this Profile
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Bio
Julie H.
Mike Desmarais, CEO and Founder of SQM Group, is dedicated to the growth of his company and providing opportunities for all the employees who work with him. I have had the privilege of working closely with Mike on the editing and publication of the thought-provoking books, World Class Call Center, First Call Resolution and FCR Best Practices which greatly expanded my knowledge and understanding of best practices within the contact center industry. As the industry leader on FCR Best Practices, Mike is always prompt to respond and ensure that clients and employees needs are met and issues resolved in a timely manner. As a contact center industry consultant, Mike has over 25 years of experience working with leading North American contact centers on improving their first contact resolution, one contact resolution, operating costs, and customer satisfaction performance. Mike is considered North America’s leading authority on contact center first contact resolution and customer protection best practices. In addition, Mike owns and operates two contact centers, located in Vernon B.C. and Coeur d’Alene ID. He sets a high standard for customer service within our organization and has a proven track record for helping our clients improve their own customer service performance year over year. In fact, over 70% of SQM clients improve their voice of customer satisfaction and resolution performance.
Julie H.
Mike Desmarais, CEO and Founder of SQM Group, is dedicated to the growth of his company and providing opportunities for all the employees who work with him. I have had the privilege of working closely with Mike on the editing and publication of the thought-provoking books, World Class Call Center, First Call Resolution and FCR Best Practices which greatly expanded my knowledge and understanding of best practices within the contact center industry. As the industry leader on FCR Best Practices, Mike is always prompt to respond and ensure that clients and employees needs are met and issues resolved in a timely manner. As a contact center industry consultant, Mike has over 25 years of experience working with leading North American contact centers on improving their first contact resolution, one contact resolution, operating costs, and customer satisfaction performance. Mike is considered North America’s leading authority on contact center first contact resolution and customer protection best practices. In addition, Mike owns and operates two contact centers, located in Vernon B.C. and Coeur d’Alene ID. He sets a high standard for customer service within our organization and has a proven track record for helping our clients improve their own customer service performance year over year. In fact, over 70% of SQM clients improve their voice of customer satisfaction and resolution performance.
Julie H.
Mike Desmarais, CEO and Founder of SQM Group, is dedicated to the growth of his company and providing opportunities for all the employees who work with him. I have had the privilege of working closely with Mike on the editing and publication of the thought-provoking books, World Class Call Center, First Call Resolution and FCR Best Practices which greatly expanded my knowledge and understanding of best practices within the contact center industry. As the industry leader on FCR Best Practices, Mike is always prompt to respond and ensure that clients and employees needs are met and issues resolved in a timely manner. As a contact center industry consultant, Mike has over 25 years of experience working with leading North American contact centers on improving their first contact resolution, one contact resolution, operating costs, and customer satisfaction performance. Mike is considered North America’s leading authority on contact center first contact resolution and customer protection best practices. In addition, Mike owns and operates two contact centers, located in Vernon B.C. and Coeur d’Alene ID. He sets a high standard for customer service within our organization and has a proven track record for helping our clients improve their own customer service performance year over year. In fact, over 70% of SQM clients improve their voice of customer satisfaction and resolution performance.
Julie H.
Mike Desmarais, CEO and Founder of SQM Group, is dedicated to the growth of his company and providing opportunities for all the employees who work with him. I have had the privilege of working closely with Mike on the editing and publication of the thought-provoking books, World Class Call Center, First Call Resolution and FCR Best Practices which greatly expanded my knowledge and understanding of best practices within the contact center industry. As the industry leader on FCR Best Practices, Mike is always prompt to respond and ensure that clients and employees needs are met and issues resolved in a timely manner. As a contact center industry consultant, Mike has over 25 years of experience working with leading North American contact centers on improving their first contact resolution, one contact resolution, operating costs, and customer satisfaction performance. Mike is considered North America’s leading authority on contact center first contact resolution and customer protection best practices. In addition, Mike owns and operates two contact centers, located in Vernon B.C. and Coeur d’Alene ID. He sets a high standard for customer service within our organization and has a proven track record for helping our clients improve their own customer service performance year over year. In fact, over 70% of SQM clients improve their voice of customer satisfaction and resolution performance.
Experience
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SQM Group Inc.
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United States
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Research Services
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1 - 100 Employee
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Founder and Chief Executive Officer
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Apr 1996 - Present
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 customer experience software, research, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure, benchmark and improve First Call Resolution and Customer Experience Management (CXM) and to recognize organizations that have demonstrated CX excellence. As an… Show more 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 customer experience software, research, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure, benchmark and improve 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 operating strategies, business planning, employee development, day-to-day operations, sales, branding, and finance. My organization has 200 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 contact channel 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. Show less 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 customer experience software, research, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure, benchmark and improve First Call Resolution and Customer Experience Management (CXM) and to recognize organizations that have demonstrated CX excellence. As an… Show more 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 customer experience software, research, and performance awarding firm. SQM’s primary purpose is to help organizations accurately measure, benchmark and improve 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 operating strategies, business planning, employee development, day-to-day operations, sales, branding, and finance. My organization has 200 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 contact channel 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. Show less
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Education
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2017 - 2020
Athabasca University Faculty of Business
MBA, General Management -
2017 - 2018
Athabasca University Faculty of Business
PBDM, General Management
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