Press Releases

Wednesday, June 03, 2020

Highmark Health earns four SQM 2019 Contact Center Industry Customer Experience Awards of Excellence

PITTSBURGH (June 3, 2020) — The Highmark Health Federal Employee Program has earned SQM’s 2019 Contact Center Industry Customer Experience Awards of Excellence in the categories of Contact Center World Class CX Certification, Highest Customer Service by Industry Award for Health Care Federal Employee Program, World Class Employee Experience Award and as a Finalist for Best Small Performing Call Center.

SQM’s Customer Experience awards are considered the most prestigious and sought-after in the North American contact center industry, and recognize organizations that have demonstrated excellence for Customer Experience (CX), Employee Experience (EX), and CX Best Practices. On an annual basis, SQM conducts over 500 CX studies with leading North American companies.

“We are proud of our FEP Team members, and all of our Member Service team members,” said Mike Tracy, SVP Highmark Health Plan Operations. “This award once again shows our commitment to our members and to ensuring that they have the best possible experience when they reach out to Highmark with questions or concerns.”

SQM will recognize the 2019 Contact Center Industry CX Award of Excellence winners at the 21st Annual CX Conference and Industry Awards gala to be held later this year.

About Highmark Health

Highmark Health, a Pittsburgh, PA-based enterprise that employs more than 35,000 people who serve millions of Americans across the country, is the parent company of Highmark Inc., a hospital system, and other businesses. Highmark Inc. and its subsidiaries and affiliates provide health insurance to more than 4.4 million members in Pennsylvania, West Virginia, and Delaware as well as dental insurance, and related health products through a national network of diversified businesses. Highmark Health’s other subsidiaries include an integrated delivery network comprised of eight hospitals, more than 2,300 affiliated physicians, ambulatory surgery centers, an employed physician organization, home and community-based health services, a research institute, a group purchasing organization, and health and wellness pavilions in western Pennsylvania and an information technology business focused on meeting the information technology platform and other business needs of the Highmark Health enterprise as well as unaffiliated health insurance plans by providing proven business processes, expert knowledge, and integrated cloud-based platforms. To learn more, visit www.highmarkhealth.org.

About SQM Group

Since 1996, Service Quality Measurement (SQM) Group has been a leading provider of CX management software, helping contact centers deliver great customer and employee experiences with the mySQM™ CX Insights software. The heart of SQM’s specialization capabilities, mySQM™ CX Insights is a subscription platform for capturing, benchmarking, and reporting customer experiences key moments of truth for interaction life cycle and touchpoints. The platform offers Personalized Intelligence™, an automated suite of tools that provides tailored Voice of the Customer data and delivers best-practice coaching recommendations specific to each agent. The system also boasts a powerful reward and recognition program that motivates individual performance improvement, translating into organization-wide gains. Personalized Intelligence™ is an all-in-one tool that takes the guess work out of measuring, rewarding, and improving contact center experience for customers and employees.

For more information, contact:

Anthony Matrisciano

Highmark Health

570-200-6310

anthony.matrisciano@highmark.com