ICMI Global Contact Center Award Details & Criteria
Empowering contact center excellence for 30 years!
 

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CATEGORIES & CRITERIA

Click on a category below to view the criteria.

FINAL DEADLINE IS JANUARY 13

Category

Super Early Bird
Entry Fee

Application Required

Finalists Provide Addt'l Materials

Best Small Contact Center

$100



Best Medium Contact Center

$100



Best Large Contact Center

$100



Best Strategic Value to the Organization

$75


 

Best QA/Customer Experience Program

$75


 

Best Social Media Customer Care

$75



Best Chat Support

$75



Best Use of Technology

$75


 

Best Contact Center Culture

$75


 

Most Improved Contact Center

$75



Best Contact Center Agent

$50


 

Best Contact Center Supervisor

$50


 

Best Contact Center Manager

$50


 

Best Philanthropy Program

$75


 

Best Outsourcing Provider

$75


 

Best New Technology Solution

$75


 

ICMI Lifetime Achievement Award

N/A

 

 


The hardest part is getting started! Don't wait

STEP 1.  Review the nomination questions and entry process.

Go ahead right now and complete the form that gives you access to review the nomination questions and process. This will help you prepare responses to all of the questions before you begin filling out the online form.

STEP 2. Complete the entry form.

We've made it much easier this year! With the exception of a few categories, no video or presentation is required. Simply submit your application via our awards portal.


STEP 3. Submit entries and fee.

Each category has a different entry fee. The fee goes toward the judging process, finalist reviews and other administrative tasks.   

 

Important Program Dates

Call for Entries Open: May 11, 2016
Save 50% Deadline: September 16
Save 25% Deadline: December 16
Call for Entries Close: January 13th, 2017
Finalists Announced: Week of February 27th
Addt'l Materials due by Finalists: March 17th
Winners Announced at Awards Party: May 23rd
Awards Webinar: TBD

Have questions? Write to us at awards@icmi.com.

Interested in sponsoring the ICMI Global Contact Center Awards Program, contact John Tatusko.

 


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Best Small Contact  Center

One Small Contact Center (fewer than 75 agents) who best exemplifies the "gold standard" for the industry will receive this prestigious award. Two(2) runners-up will also be recognized in this category.

Finalists are determined based on the following criteria:

  • Demonstrable understanding and utilization of the core and advanced principles of effective contact center management
  • Appropriate use of contact center channels to best fulfills the needs/expectations of customers, while also meeting the company's goals
  • The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
  • Tangible evidence of consistently meeting or exceeding key performance objectives
  • A high-performance work culture that fosters employee engagement and continuous improvement, as evidenced through staff motivation, morale, and effective training, coaching and development
  • An innovative and progressive strategy in terms of technology and tools
  • Utilization of the contact center's specific size to achieve extraordinary results for customers and team members
  • A people-centric environment with effective performance management and unique communication vehicles
  • A clear understanding of the contact center's role within the business at all levels, with appropriate resources and systems in place to ensure success
  • Evidence of the contact center's positive impact on the company as a whole, and the continuing quest for sustained strategic value


Finalists will be asked to submit a video and answer additional questions provided by judges.
 


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Best Medium Contact  Center

One Medium Contact Center (75-150 agents) who best exemplifies the "gold standard" for the industry will receive this prestigious award. Two(2) runners-up will also be recognized in this category.

Finalists are determined based on the following criteria:

  • Demonstrable understanding and utilization of the core and advanced principles of effective contact center management
  • Appropriate use of contact center channels to best fulfill the needs/expectations of customers, while also meeting the company's goals
  • The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
  • Tangible evidence of consistently meeting or exceeding key performance objectives
  • A high-performance work culture that fosters employee engagement and continuous improvement, as evidenced through staff motivation, morale, and effective training, coaching and development
  • An innovative and progressive strategy in terms of technology and tools
  • Utilization of the contact center's specific size to achieve extraordinary results for customers and team members
  • A people-centric environment with effective performance management and unique communication vehicles
  • A clear understanding of the contact center's role within the business at all levels, with appropriate resources and systems in place to ensure success
  • Evidence of the contact center's positive impact on the company as a whole, and the continuing quest for sustained strategic value


Finalists will be asked to submit a video and answer additional questions provided by judges.
 


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Best Large Contact Center

One Large Contact Center (more than 150 agents) who best exemplifies the "gold standard" for the industry will receive this prestigious award. Two(2) runners-up will also be recognized in this category.

Finalists are determined based on the following criteria:

  • Demonstrable understanding and utilization of the core and advanced principles of effective contact center management
  • Appropriate use of contact center channels to best fulfills the needs/expectations of customers, while also meeting the company's goals
  • The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
  • Tangible evidence of consistently meeting or exceeding key performance objectives
  • A high-performance work culture that fosters employee engagement and continuous improvement, as evidenced through staff motivation, morale, and effective training, coaching and development
  • An innovative and progressive strategy in terms of technology and tools
  • Utilization of the contact center's specific size to achieve extraordinary results for customers and team members
  • A people-centric environment with effective performance management and unique communication vehicles
  • A clear understanding of the contact center's role within the business at all levels, with appropriate resources and systems in place to ensure success
  • Evidence of the contact center's positive impact on the company as a whole, and the continuing quest for sustained strategic value


Finalists will be asked to submit a video and answer additional questions provided by judges.


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Best Strategic Value to the Organization

The contact center that takes home this trophy is one that both understands and contributes to the overall organization’s strategic goals. It’s not simply a matter of aligning with the organization’s vision or mission statement, but rather how the contact center shapes, influences, and enables the organization’s success.

Finalists are determined based on the following criteria:

  • A demonstrable strategic value(s) to the organization that can occur through business intelligence, KPI transparency and reporting, culture, career development, increased revenue, customer retention/churn, competitive differentiation, or customer loyalty
  • The methodology in which the strategic value(s) is measured and communicated
  • The process in which the contact center was able to employ the strategic value(s) initiatives and overcome any challenges to implement
  • Evidence of the impact of the contact center on the organization – before and after the strategic value initiative(s)
  • A statement from an executive or board member of the organization that clearly describes the impact of the contact center on the organization’s success (this should align with the initiative highlighted in the presentation)

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Best QA/Customer Experience Program

This award will go to the organization that best leverages its people, processes, and technology to drive customer satisfaction and loyalty for the brand. While most organizations use CSAT surveys and QA evaluations separately, many contact centers now utilize that combined data in new ways, or have employed fresh tactics to improve both the customer and agent experience. This QA/Customer Experience program sets the standards for the contact center and clearly proves its value to the overall business.

Finalists are determined based on the following criteria:

  • A program that effectively meets the unique requirements of the applicant’s business, customers, and contact center needs
  • The structure in which the program is designed, and the usage of internal business partners such as Marketing, Sales and Technology to bolster success
  • The methodology in which the QA/Customer Experience program is measured and communicated to customers, contact center employees, and the rest of the organization
  • The scalability and flexibility to adjust the QA/Customer Experience program based on overall business changes, and customer and agent feedback
  • A monitoring, scoring, and reporting/communication methodology and the demonstrable impact of those scores on employee behavior, VOC, and performance management
  • Any tie-in to employee incentive programs, to include the desired outcome and the success of those programs
  • The integration of QA/Customer Experience within the contact center organization
  • The mechanisms in which the contact center leaders leverage QA/Customer Experience to improve customer satisfaction and loyalty
  • The integration of the data output with coaching, agent training and ongoing development
  • Evidence of the impact of the QA/Customer Experience program on revenue, customer retention/churn, or employee engagement and morale

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Best Social Media Customer Care

The organization that takes home this trophy will demonstrate excellence and innovation in using social media to support customers. This award is open to any contact center currently using social media as a support channel. 

Finalists are determined based on the following criteria:

  • The successful deployment of social media as a service channel
  • A clear understanding of the key objectives and expected ROI behind the implementation of social media
  • A demonstrable strategic value(s) of social media to the organization or customers that can occur through metrics/KPIs, increased revenue, customer retention/churn, competitive differentiation, or customer loyalty
  • The methodology in which social media success is measured and communicated
  • The structure in which social media is supported, and the usage of internal business partners such as marketing ,sales, and technology to bolster success
  • Evidence of how social media has improved the customer experience and how it has had a positive impact on the business as a whole (including a demonstrable return on investment) 


Finalists will be asked to submit a video and answer additional questions provided by judges.


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Best Chat Support

The organization that takes home this trophy will demonstrate excellence and innovation in using live chat to support customers. This award is open to any contact center currently using chat as a support channel.

Finalists are determined based on the following criteria:

  • The successful deployment of chat as a service channel
  • A clear understanding of the key objectives and expected ROI behind the implementation of chat
  • A demonstrable strategic value(s) of chat to the organization or customers that can occur through metrics/KPIs, increased revenue, customer retention/churn, competitive differentiation, or customer loyalty
  • The methodology in which chat success is measured and communicated
  • The structure in which chat is supported, and the usage of internal business partners such as marketing ,sales, and technology to bolster success
  • Evidence of how chat has improved the customer experience and how it has had a positive impact on the business as a whole (including a demonstrable return on investment)


Finalists will be asked to submit a video and answer additional questions provided by judges.


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Best Use of Technology

This award is given to the contact center that has most successfully leveraged technology to improve customer service. This includes the process in which the technology was selected or developed, the team structure implementing, utilizing or supporting it, performance prior to implementation vs. after, and how this technology or tool was identified to meet the contact center's objectives.

Although not necessary, it is highly encouraged to submit a nomination in tandem with your technology vendor. Please focus on a SINGLE Technology piece, or ONE Technology suite of services that was deployed as a SINGLE project.

Finalists are determined based on the following criteria:

  • The successful deployment of a single piece, or one project that integrated a number of technology systems to improve efficiency or results (please focus on ONE implementation such as CRM, ACD, WFM, Knowledgebase, Call Recording, Speech Analytics, Surveys, etc…)
  • A clear understanding of the key objectives and expected ROI behind the implementation
  • The process in which the contact center chose this technology and the business partners, both internally and externally that were utilized
  • A unique approach — there should be key points of distinction from other deployments of similar technology and a focus on continual enhancements
  • A positive impact on the agent experience
  • Evidence of how the implementation has improved the customer experience and how it has had a positive impact on the business as a whole (including a demonstrable return on investment)

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Best Contact Center Culture 

The organization that takes home this trophy will demonstrate a commitment to fostering a creative and collaborative work environment that has positively impacted both the employee and customer experience.

Finalists are determined based on the following criteria:

  • The methodology in which employee engagement is measured and communicated
  • Evidence of how the culture program has improved the customer experience and how it has had a positive impact on the business as a whole (including a demonstrable return on investment)
  • Testimonials from both a corporate and employee level
  • Evidence of a strategic approach to cultivating and developing a positive team culture

Finalists will be asked to submit a video and answer additional questions provided by judges.


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Most Improved Contact Center 

One contact center (any size) who best exemplifies a commitment to and the execution of improved customer service will win the award for most improved service.

Finalists are determined based on the following criteria:

  • Evidence of overcome challenges within the contact center
  • Appropriate use of contact center channels to best fulfill the needs/expectations of customers, while also meeting the company's goals
  • The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
  • Tangible evidence of improved benchmarks YOY
  • A high-performance work culture that fosters employee engagement and continuous improvement, as evidenced through staff motivation, morale, and effective training, coaching and development
  • An innovative and progressive strategy in terms of technology and tools
  • Utilization of the contact center's specific size to achieve extraordinary results for customers and team members
  • A people-centric environment with effective performance management and unique communication vehicles
  • A clear understanding of the contact center's role within the business at all levels, with appropriate resources and systems in place to ensure success
  • Evidence of the contact center's positive impact on the company as a whole, and the continuing quest for sustained strategic value

Finalists selected in this category will be required to submit additional materials in the form of a 5 minute video tour and answers to additional questions provided by judges.


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Best Contact Center Agent

This category is open to customer facing individuals, who regularly come into contact with the organization’s end customers. Nominations must come from a colleague within the organization or a business partner. The nomination must be based on an actual customer experience story that occurred within the prior 12 months.

Although not necessary, it is highly effective to include any documentation to support the customer experience story that predicated the agent’s nomination. This could include the QA evaluation, CSAT survey, customer testimonial, call recording transcript, email/chat transcript, or social media appreciation.

Finalists are determined based on the following criteria:

  • A motivated individual who is committed to improving the customer experience, and has ambitions to progress within the industry
  • The special qualities that make them especially suited to a customer service role
  • A clear understanding of their role within the organization
  • A demonstrable impact on customer service and efficiency
  • A positive influence on the behaviors and attitudes of fellow employees
  • Glowing testimonials from colleagues, customers, partners and managers
  • Instigation of special projects/new ideas – and evidence of how these have benefited the operation

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Best Contact Center Supervisor

This category is open to those who supervise agents regularly and provide support to customer-facing individuals. Nominations must come from a colleague within the organization or a business partner. The nomination must be based on an actual customer experience story wherein the supervisor either saved a customer interaction or helped an agent dramatically improve their call resolution, CSAT, or overall performance through coaching and mentoring. This event must have occurred within the prior 12 months.

Although not necessary, it is highly effective to include any documentation to support the customer experience story that predicated the supervisor’s nomination. This could include the CSAT survey, customer testimonial, call recording transcript, email/chat transcript, or social media appreciation from the event, or the before and after history of the agent which will showcase the impact of the supervisor’s coaching and mentoring.

Finalists are determined based on the following criteria:

  • Demonstrable ability to deliver a good customer experience as an individual or escalation point
  • Strong leadership from an individual who can motivate his/her team to achieve exceptional performance
  • A motivated individual who is committed to improving the customer experience, and has ambitions to progress within the industry
  • The special qualities that make them especially suited to a customer service role
  • A clear understanding of their role within the organization
  • A positive influence on the behaviors and attitudes of fellow employees
  • Glowing testimonials from colleagues, customers, partners and managers
  • Excellent communication and problem-solving skills
  • Efforts to create the most productive environment possible, as well as effective skills training and regular coaching for team members
  • This person’s influence on the introduction or implementation of an innovative or creative new initiative that has led to improvements in customer service

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Best Contact Center Manager

This category is open to professionals responsible for managing a contact center and customer service professionals. Nominations must come from a colleague within the organization or a business partner.

Finalists are determined based on the following criteria:

  • A clear understanding of the skills offered by their teams and how they are utilized
  • The ability to offer tangible results through their focus on and investment in people
  • Clear evidence of how the individual has moved strategy into practical reality
  • Evidence of how this person has improved the customer experience (e.g. feedback surveys, statistical data etc.) through effective implementation of processes
  • Demonstrable ability to partner with internal stakeholders or outside vendors to achieve mutual customer experience success
  • Strong leadership from an individual who can motivate his/her team to achieve exceptional performance
  • A motivated individual who is committed to improving the customer experience, and has ambitions to progress within the industry
  • A positive influence on the behaviors and attitudes of fellow employees
  • Glowing testimonials from colleagues, customers, partners and managers
  • Excellent communication and problem-solving skills
  • This person’s influence on the introduction or implementation of an innovative or creative new initiative that has led to improvements in customer service
  • Evidence of how they have held up the contact center as an important part of the business as a whole

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Best Philanthropy Program

The organization that takes home this trophy will best exemplify a philanthropic program/culture with amazing outcomes.

Finalists are determined based on the following criteria:

  • Demonstrable understanding of philanthropic approaches with specific success stories that exemplify the contact center’s commitment to community to achieve social improvement.
  • A systemic approach to philanthropy exemplifying a commitment to social enterprise while also meeting the company's goals.
  • Illustrated understanding of key societal gaps serving as a philanthropic leader through public awareness and mission-based promotion.
  • Tangible evidence of consistently integrating philanthropy into the culture of the organization to promote positive outcomes and community improvement.
  • Evidence of the contact center's positive impact on individuals or the community, and the continuing quest to achieve even more.

 


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Best Outsourcing Provider

This award is given to the outsourcing (BPO) partner that has most successfully leveraged their client relationships to improve the customer experience.  Applicants can either nominate their BPO provider or submit as the outsourcer.

Finalists are determined based on the following criteria:

  • Appropriate use of outsourcing to best fulfill the needs/expectations of customers, while also meeting the company's goals
  • The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
  • Tangible evidence of consistently meeting or exceeding key performance objectives
  • A high-performance work culture that fosters employee engagement and continuous improvement, as evidenced through staff motivation, morale, and effective training, coaching and development
  • A clear understanding of roles with appropriate resources and systems in place to ensure success
  • Evidence of the partner/outsourcers positive impact on the client/organization as a whole, and the continuing quest for sustained strategic value

 


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Best New Technology Solution

This award is intended to recognize a contact center technology provider whose new solution demonstrates a strong commitment to improving the customer experience.  In order to be considered, applicants in this category must be a Contact Center Expo & Conference exhibitor.

Finalists are determined based on the following criteria:

  • Solution demonstrates innovation and introduces new capability to the contact center
  • Solution is easily integrated with other contact center technology
  • Solution is easily used, installed, and easily trained
  • Solution is cost-effective and the ROI is easily demonstrated
  • Solution fills a unique need within the contact center industry
  • Solution delivers as promised

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ICMI Lifetime Achievement Award

Each year ICMI chooses a new recipient for their Lifetime Achievement Award. This person embodies the spirit of customer service and has contributed to all aspects of the contact center industry - the people, the organizations, the technology, and the customers. This individual has aided in the success of ICMI and its mission to provide training, events and resources in order to elevate the reputation of the industry. Most importantly, the recipient of the ICMI Lifetime Achievement award has dedicated their career to the great people of the contact center industry.



     

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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