SERVICE QUALITY MEASUREMENT GROUP INC.

Benchmarking services, namely, analyzing and compiling data for measuring the performance of call centers and customer service contact centers for business management purposes; business evaluations; performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; competitive intelligence services, namely, collecting and analyzing the comparative performance data from call and contact centers based on customer satisfaction and ability to help retain customers for the organization for business purposes, including comparisons to other call and contact centers that have undergone similar quality assurance studies; conducting employee incentive award programs to promote quality recognizing excellence in selected areas of call and contact center service and performance; performing business evaluations of call centers and customer service contact centers and business data analysis based on data metrics for customer call resolution, customer satisfaction with a call center and its customer service representatives and customer retention following a call and providing reports on the results thereof including numerical rating evaluating the comparative performance of call and contact centers; business advisory services in the field of call centers and customer contact centers, namely, providing business management analyses, reports and recommendations based on the results of service quality assurance evaluations to rate the quality of performance and to improve customer experience and customer satisfaction; business advice, assistance and consultancy services relating to digital strategy in the context of customer relationship management; business management consulting services relating to customer relationship management; data processing services in the field of customer management; competitive intelligence services in the nature of call and contact center quality benchmarking studies for the measurement of service quality performance and providing business analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; conducting business surveys among the customers and employees of call and contact centers to verify software-determined customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; business efficiency advice, namely, performing business studies and surveys to verify software-determined rates at which call and contact centers resolve customer inquiries on the first contact and providing reports on the results thereof including outcomes, data analysis and recommendations; business assistance services, namely, assisting call centers and customer contact centers with customer follow-up to improve customer outcomes and satisfaction through the use of telecommunication devices and computer networks with automated interaction and data feedback, monitoring and compilation capacity and providing reports based on the results thereof; competitive intelligence services in the nature of benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; competitive intelligence services in the nature of benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof; business marketing consulting services; market research services; conducting business, customer satisfaction, customer loyalty and market research surveys; business consulting and information services; business consulting services featuring customer agent analysis, metrics and feedback processes for comparing, rating the quality of and improving performance, customer experience and customer service; business consulting services in the field of customer and employee satisfaction and loyalty services; conducting employee incentive award programs to promote quality and productivity at contact centers based on scores determined by analysing call recordings or transcripts of calls, emails, and chat conversations between the customer agent and customer; advisory services relating to business management and business operations; total quality management services, namely, business management services for establishing business quality policy and determining business means for implementing those policies to improve customer satisfaction; QA SCORE; Software as a service (SAAS) services featuring software for automating quality assurance analysis and predicting customer satisfaction; providing quality assurance services in the field of customer support and customer service telephone calls; providing quality assurance services in the field of call centers and customer service contact centers; software as a service (SAAS) services featuring software for business management and facilitation services, namely, for coordinating and managing the delivery of services by others in the field of customer service; software as a service (SAAS) services featuring software for real-time reviewing, analysis, and evaluation of the quality of services provided by others in the field of customer service; software as a service (SAAS) services featuring software for use in customer relationship management (CRM); software as a service (SAAS) services featuring software for routing customer support and customer service telephone calls in the field of customer relationship management; software as a service (SAAS) services featuring software for routing customer support and customer service contact channels in the field of customer relationship management; software as a service (SAAS) services featuring software for customer tracking and management; software as a service (SAAS) services featuring software applications for the management and provision of customer relationship management; providing temporary use of non-downloadable computer software applications for the management and provision of customer relationship management; providing temporary use of non-downloadable computer software for use in quality assurance of the services of others in the field of call and contact centers; providing quality assurance services in the field of call and contact centers; quality management services, namely, quality evaluation and analysis, quality assurance, and quality control, in the field of call and contact centers; computer services, namely, providing an interactive website featuring technology that allows users to access, track, manage, and generate statistical information and reports regarding their business's customer contact channel management programs at call centers and customer service contact centers; data automation and collection service using proprietary software to evaluate, analyze and collect service data; business technology software consultation services; testing, analysis and evaluation of service providers to determine conformity with established accreditation standards; providing a web site featuring technology that enables companies and organizations to administer and manage employee incentive award programs and to promote employee productivity, performance, recognition and morale; software as a service (SAAS) services featuring online non-downloadable software for collecting, organizing, tracking and analyzing data from conversations between a customer and customer agent; providing on-line non-downloadable software for analysing call recordings or transcripts of calls, emails, and chat conversations between an agent and customer, identifying one or more word patterns therefrom and determining a score for the agent based thereon; software as a service (SAAS) services featuring software for scoring customer agent engagement based on actions and events occurring on a customer support platform; measurement evaluations in the fields of call centers, customer agents, and customer satisfaction, namely, quality measurement and analysis of customer service interactions to assess agent performance, quality, and effectiveness; automated quality measurement and analysis of customer agent interactions for predicting overall customer satisfaction outcomes for call centers and customer service contact centers; testing, analysis, and evaluation of call centers and customer contact center services to assure compliance with industry standards, namely, evaluating the comparative performance of call and contact centers based on customer satisfaction and ability to help retain customers for the organization, conducting an analysis of communications with the customers of call and contact centers to assess quality assurance levels and providing reports on the results thereof including outcomes, data analysis and recommendations, determining the rate at which call and contact centers resolve customer inquiries on the first call, and providing reports on the results thereof including outcomes, data analysis and recommendations, call and contact center customer tracking studies for measuring quality assurance levels over predetermined amounts of time and providing reports based on the results thereof; providing quality assurance services in the field of call and contact centers, namely, performing automated quality assurance evaluations of the performance of call and contact centers; monitoring of customer service calls for quality control purposes to link call monitoring ratings to customer satisfaction survey ratings and reporting the study results with outcomes, data analysis and recommendations

Interactive voice assistant survey services; interactive voice response survey services; interactive virtual assistant survey services; intelligent virtual assistant survey services; interactive virtual agent survey services; intelligent natural language understanding services for conducting surveys and survey invitations; survey services performed via interactive voice systems designed to simulate human conversation and use speech recognition and natural language processing; conducting surveys among the customers and employees of call and contact centers to assess customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; performing studies and surveys to determine the rate at which call and contact centers resolve customer inquiries on the first call and providing reports on the results thereof including outcomes, data analysis and recommendations; conducting business surveys; conducting market surveys; conducting employee surveys for others; conducting online business management research surveys

Benchmarking services for business management purposes; business evaluations; performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; evaluating the comparative performance of call and contact centers customer satisfaction and ability to help retain customers for the organization and operating awards and certification programs recognizing quality assurance excellence in selected areas of call and contact center service and performance, including comparisons to other call and contact centers that have undergone similar quality assurance studies, conducting an analysis of communications with the customers of call and contact centers to assess quality assurance levels and providing reports on the results thereof including outcomes, data analysis and recommendations, determining the rate at which call and contact centers resolve customer inquiries on the first call, and providing reports on the results thereof including outcomes, data analysis and recommendations, call and contact center customer tracking studies for measuring quality assurance levels over predetermined amounts of time and providing reports based on the results thereof; performing evaluations and analysis based on data metrics for customer call resolution, customer satisfaction with a call center and its customer service representatives and customer retention following a call and providing reports on the results thereof including numerical rating evaluating the comparative performance of call and contact centers; performing automated quality assurance evaluations of the performance of call and contact centers and providing analyses, reports and recommendations based on the results thereof to rate the quality of and improving performance for customer experience and customer satisfaction; business advice, assistance and consultancy services relating to digital strategy in the context of customer relationship management; business management consulting services relating to customer relationship management; data processing services in the field of customer management; call and contact center quality benchmarking studies for the measurement of service quality performance and providing analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; call monitoring calibration studies to link call monitoring ratings to customer satisfaction survey ratings and providing reports on the study results with outcomes, data analysis and recommendations; conducting surveys among the customers and employees of call and contact centers to verify software-determined customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; performing studies and surveys to verify software-determined rates at which call and contact centers resolve customer inquiries on the first call and providing reports on the results thereof including outcomes, data analysis and recommendations; call and contact center customer and employee tracking studies for measuring customer and employee satisfaction levels over predetermined amounts of time and providing reports based on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof; business marketing consulting services; market research services; conducting business, customer satisfaction, customer loyalty and market research surveys; business consulting and information services; business consulting services featuring customer agent analysis, metrics and feedback processes for comparing, rating the quality of and improving performance, customer experience and customer service; business consulting services in the field of customer and employee satisfaction and loyalty services; providing an incentive award program which rewards contact centers based on scores determined by analysing call recordings or transcripts of calls, emails or chat conversations between the customer agent and customer; Software as a service (SaaS) for automating quality assurance analysis and predicting customer satisfaction; providing quality assurance services; software as a service (SaaS) for business management and facilitation services, namely for coordinating and managing the delivery of services by others in the field of customer service; software as a service (SaaS) for real-time reviewing, analysis, and evaluation of the quality of services provided by others in the field of customer service; software as a service (SaaS) for use in customer relationship management (CRM); software as a service (SaaS) provider in the field of customer relationship management; software as a service (SaaS) services consisting of software for customer tracking and management; software as a service (SaaS) services featuring software for applications for the management and provision of customer relationship management; non-downloadable computer software applications for the management and provision of customer relationship management; providing non-downloadable computer software for use in quality assurance of the services of others in the field of call and contact centers; providing quality assurance services in the field of call and contact centers; quality management services, namely, quality evaluation and analysis, quality assurance, and quality control, in the field of call and contact centers; providing a website application featuring an online community for registered users, whose access will allow them to view statistics, reports and results relating to their business' contact channel management namely call center management and business center management namely advice in the field of business management and marketing, operations namely advisory services relating to business management and business operations, and customer satisfaction; data automation and collection service using proprietary software to evaluate, analyze and collect service data; business technology software consultation services; testing, analysis and evaluation of service providers to determine conformity with established accreditation standards; providing a web site featuring technology that enables companies and organizations to administer and manage employee incentive award programs and to promote employee productivity, performance, recognition and morale; software as a service (SaaS) featuring online non-downloadable software for collecting, organizing, tracking and analyzing data from conversations between a customer and customer agent; non-downloadable software for analysing call recordings or transcripts of calls, emails or chat conversations between an agent and customer, identifying one or more word patterns therefrom and determining a score for the agent based thereon; software as a service (SaaS) services featuring software for scoring customer agent engagement based on actions and events used in the platform; measurement evaluations in the fields of call centers, customer agents and customer satisfaction; automated quality measurement and analysis of customer agent interactions for predicating overall customer satisfaction outcomes

Providing a website featuring on-line non-downloadable software that enables users to access training, education, testing and certification materials in the field of customer relations and effective communication; software as a service (SAAS) services featuring software that enables users to access training, education, testing and certification materials in the field of customer relations and effective communication

Software as a service (SAAS) services featuring software for use by business enterprises for the purpose of providing individualized improvement suggestions to increase the business's customer and employee experience performance; software as a service (SAAS) services featuring software for use by business enterprises for the purpose of providing real-time benchmarking of the business's customer experience performance compared to peer groups, lines of business, and world-class performers; software as a service (SAAS) services featuring software for use by business enterprises for the purpose of benchmarking an individual's customer experience performance and conducting artificial intelligence based on the individual's performance by automatically identifying coaching opportunities, providing relevant best practices for targeted improvement, suggesting specific questions to add to individual surveys focusing on areas of improvement, and awarding points that can be redeemed for personalized debit cards or gifts; software as a service (SAAS) services featuring software for use by business enterprises for the purpose of measuring the business's improved customer experience, and displaying relevant benchmarking data; and software as a service (SAAS) services featuring software for use in the fields of business and market research for the purpose of analyzing surveys and data, providing analytics, and providing customer experience insights

Incentive award and corporate social responsibility certification program, namely, account auditing to determine conformity with business practice standards of social responsibility, to promote the sale of products and services of others; operational measurement, namely, account auditing to measure the positive social cause, charitable and financial contributions of organizations to the community | Providing recognition via an awards program for organizations who have made significant positive social cause, financial and charitable contributions to the community; providing recognition via an awards program for corporate social responsibility designed to encourage positive social cause, financial and charitable contributions to the community

"SQM"; computer software consulting services, namely, consulting businesses regarding the use and implementation of software as a service (SAAS) services for business intelligence; software as a service (SAAS) for use by business enterprises for the purpose of measuring the business's improved customer experience and for displaying relevant benchmarking data; software as a service (SAAS) for use in the fields of business and market research for the purpose of analyzing surveys and data, providing analytics, and providing customer experience insights; providing software as a service (SAAS) for businesses that provides journey mapping, specifically, identifying key touchpoints and interactions that a customer experiences with a business, analyzing data concerning that entity's customer experience, and graphically displaying a customer's experience with the entity; technical support services, namely, providing temporary use of a web-based software application available to an online community of registered users that compiles and analyzes data relating to their business's contact channel management, specifically, their contact channel management and business center management, operation, and customer satisfaction and graphically displays the statistics, reports and results for the consumer

"SCORE"

Class 035: Performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; evaluating the comparative performance of call and contact centers and operating an awards program recognizing excellence in selected areas of call and contact center service and performance; call and contact center quality benchmarking studies for the measurement of service quality performance and providing analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; call monitoring calibration studies to link call monitoring ratings to customer satisfaction survey ratings and providing reports on the study results with outcomes, data analysis and recommendations; conducting surveys among the customers and employees of call and contact centers to assess customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; performing studies and surveys to determine the rate at which call and contact centers resolve customer inquiries on the first call and providing reports on the results thereof including outcomes, data analysis and recommendations; call and contact center customer and employee tracking studies for measuring customer and employee satisfaction levels over predetermined amounts of time and providing reports based on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; and benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof; Class 041: Conducting seminars and workshops directed to the management and operation of call and contact centers; Class 042: Testing, analysis and evaluation of the call and contact services of others for the purpose of certification of those that have achieved predetermined performance and customer satisfaction benchmarks

Class 035: Performing business evaluations of the performance and effectiveness of call and contact centers and providing analyses, reports and recommendations based on the results thereof; evaluating the comparative performance of call and contact centers and operating an awards program recognizing excellence in selected areas of call and contact center service and performance; call and contact center quality benchmarking studies for the measurement of service quality performance and providing analyses, reports and recommendations based on the results thereof, including comparisons to other call and contact centers that have undergone similar benchmarking studies; call monitoring calibration studies to link call monitoring ratings to customer satisfaction survey ratings and providing reports on the study results with outcomes, data analysis and recommendations; conducting surveys among the customers and employees of call and contact centers to assess customer and employee satisfaction levels and providing reports on the results thereof including outcomes, data analysis and recommendations; performing studies and surveys to determine the rate at which call and contact centers resolve customer inquiries on the first call and providing reports on the results thereof including outcomes, data analysis and recommendations; call and contact center customer and employee tracking studies for measuring customer and employee satisfaction levels over predetermined amounts of time and providing reports based on the results thereof; benchmarking studies to evaluate customer satisfaction levels with call and contact center websites and providing reports on the results thereof; and benchmarking studies to evaluate customer satisfaction levels with call and contact center interactive voice response channels and providing reports on the results thereof; Class 041: Conducting seminars and workshops directed to the management and operation of call and contact centers; Class 042: Testing, analysis and evaluation of the call and contact services of others for the purpose of certification of those that have achieved predetermined performance and customer satisfaction benchmarks