1. 1 New Best Practice Awards October 2015 Copyrighted – No Reproduction SQM’s 17 th Annual Contact Center Industry Conference Contact Center Best Practice Awards There are 15 Distinct Best Practice Awards: Best Practice Awards submission(s) deadline is January 8, 2016. Best Practice Awards will be announced on February 15, 2016. Please see website for full details: http://sqmgroup.com/call-center-fcr-best-practice-awards-nomination-process/http://sqmgroup.com/call-center-fcr-best-practice-awards-nomination-process/ 1.Omni-Channel 2.Website (self-serve) Channel 3.IVR (self-serve) Channel 4.Email Channel 5.Emerging Channels 6.Quality Assurance Program 7.Desktop Application(s) 8.CSR Recognition Program 9.Career Advancement 10.Call Handling Practice 11.Real-Time CSR Support Queue 12.Performance Management System 13.CSR Coaching Program 14.CSR Training Program 15.CSR Hiring Process

2. 2 New Best Practice Awards October 2015 Copyrighted – No Reproduction Organizations can submit best practices for any or all categories and both SQM clients and non-SQM clients are eligible for Best Practice Awards. For each category, SQM will recognize one organization and the winning organization for each category will receive a trophy award. Best Practice Awards winners will be recognized at SQM’s 17th Annual Contact Center Industry Conference, held in Coeur d’Alene, Idaho, May 17th to 19th, 2016. Winners must have at least one person from their organization attend SQM’s award conference and each winner will be asked to present at the SQM conference. SQM’s 17 th Annual Contact Center Industry Conference Contact Center Best Practice Awards Please see website for full details: http://sqmgroup.com/call-center-fcr-best-practice-awards-nomination-process/http://sqmgroup.com/call-center-fcr-best-practice-awards-nomination-process/ Best Practice Awards submission(s) deadline is January 8, 2016. Best Practice Awards will be announced on February 15, 2016.

3. 3 New Best Practice Awards October 2015 Copyrighted – No Reproduction SQM’s 17 th Annual Contact Center Industry Conference 5 New Best Practice Awards How Omni-Channel improves or maintains great FCR, contact resolution, Csat and Esat performance Omni-Channel How your website (self-serve) channel improves or maintains great FCR, contact resolution, and Csat performance Website Channel (Self-Serve) How your IVR (self-serve) channel improves or maintains great FCR, contact resolution, and Csat performance IVR Channel (Self-Serve) How your email channel improves or maintains great FCR, contact resolution, and Csat and Esat performance Email Channel How your emerging channels improves or maintains great FCR, contact resolution, and Csat and Esat performance Emerging Channels (Chat, Video Chat, Mobile Application, etc.)