SQM honors Blue KC with contact center performance awards

KANSAS CITY, MO. (October 29, 2026) — In recognition of its outstanding contact center performance, Blue Cross and Blue Shield of Kansas City (Blue KC) has earned prestigious recognition from Service Quality Management (SQM), a leading survey vendor that benchmarks the customer experience performance of more than 500 customer service centers across North America using independently benchmarked customer experience (CX) feedback and performance results. 

At the 27th annual SQM’s Contact Center QA & CX Industry Awards, Blue KC’s commercial and FEP teams achieved World Class Call Center First Call Resolution (FCR) Certification, which is awarded when 80% or more of customer interactions are resolved on the first contact with the call center. 

Blue KC was also named Winner – Customer Experience Best Practices: CX Strategy & FCR Focus. The award recognizes the organization that has demonstrated improving or maintaining high FCR and customer satisfaction performance. Organizations submit specific practices used to improve or maintain high FCR and CSAT performance. In this case, SQM recognized Blue KC for using “Voice of the Customer insights” to improve first contact resolution within its contact center.

“At Blue KC, our commitment to contact center excellence is unwavering,” said Gratia Carver, Blue KC Vice President and Chief Experience Officer. “Our members are at the heart of everything we do, and we are so proud to have a customer experience team that ranks among the best in the industry. This recognition is a testament to their continued dedication.”

SQM individually recognized five Blue KC customer service team members.

2025 Top Agents of the Year

• Angela Seals, Customer Liaison 
• Dawn Uthe, Member Experience Navigator
• Elizabeth Droesch, Senior Customer Advocate

Winner – Agent Top CX Improvement

• Jon Burns, Customer Liaison

Supervisor of the Year finalist

• Amy Munger, Customer Experience Operations Manager

More about the SQM award winners can be found here. To learn more about Blue KC’s commitment to member satisfaction, please visit BlueKC.com/consumer/blue-kc/about.

About Blue Cross and Blue Shield of Kansas City
Blue Cross and Blue Shield of Kansas City, the largest not-for-profit health insurer in Missouri and the only not-for-profit commercial health insurer in Kansas City, has been part of the Kansas City community since 1938. Blue Cross and Blue Shield of Kansas City provides health coverage services to more than one million residents in the greater Kansas City area, including Johnson and Wyandotte counties in Kansas and 30 counties in Northwest Missouri. Our mission: to provide affordable access to healthcare and to improve the health of our members. Blue Cross and Blue Shield of Kansas City is an independent licensee of the Blue Cross and Blue Shield Association. For more information on the company, visit its website at BlueKC.com.