Finalists & Winners
Empowering contact center excellence for 30 years!

Past Finalists & Winners

ICMI strives to recognize contact centers around the world that most embody contact center excellence. Each year, our Elite Selection Committee chooses the "best-of-the-best" to honor the contact center's success with our highly coveted ICMI Global Contact Center Awards. We encourage centers to apply for multiple categories and nominate multiple colleagues. Awards finalists will be recognized and winners announced at the annual Global Contact Center Awards Party which takes place in conjunction with the ICMI Contact Center Expo & Conference.

2016 | 2015 | 2014 | 2013 | 2012 | 2011 | 2010 | 2009 | 2008

2016 Finalists

Best Small Contact Center
moo.com - Winner
Church Pension Group - Runner-Up
US Bancorp Fund Services - Runner-Up
Citrix ShareFile Support
Medfusion

Best Medium Contact Center
Zeiders Enterprises - Winner
Guidewell Connect - Runner-Up
MDwise - Runner-Up
ISN
National Notary Association

Best Large Contact Center
Kohl’s - Winner
WageWorks - Runner-Up
Wells Fargo - Runner-Up
Web.com
Pak Telecom Mobile Limited (Ufone)

Most Improved Contact Center
Ameren Missouri - Winner
Guidewell Connect
Airlines Reporting Corporation (ARC)

Best QA/Customer Experience Prgrm
Farmers Insurance - Winner
Pak Telecom Mobile Limited (Ufone)
Cigna
OptumRx
American Institute of CPAs

Best Strategic Value to the Organization
UPMC Health Plan - Winner
Crisis Response Network
Guidewell Connect
American Institute of CPAs
Hilton Worldwide

Best Social Media Customer Care
Navy Federal Credit Union - Winner
Vivint Smart Home
PT Telekomunikasi Selular (TELKOMSEL)
Duke Energy

Best Chat Support
moo.com - Winner
n11.com
mBank
Medfusio

Best Outsourcing Provider
Optum Consumer Sales and Service - Winner
Transparent BPO
Clark Resources
Guidewell Connect
Callzilla

Best Multi-lingual Support
Raytheon Professional Services - Winner
OptumRx
Guidewell Connect

Best New Technology Solution
Dizzion Cloud Delivered Desktops - Winner
GeoFluent by Lionbridge
Five9 Freedom Release
Optum Consumer Sales and Service
SalesConnect, featuring eSubsidy (by Guidewell Connect)

Best Use of Technology
moo.com - Winner
UPMC Health Plan
Optum Consumer Sales and Service
Guidewell Connect
Dorel
NY Life

Best Contact Center Agent
Karli Gundersen, NY Life - Winner
Deedra Keller, DAT Solutions
Marcin Luba, mBank
Rocio Cardona, Callzilla

Best Contact Center Supervisor
Nicole Berry, Sedgwick - Winner

Lindsey Rawles, DAT Solutions
Rozalia Myrta, mBank

Best Contact Center Manager
Chuck Browne, Vivint Smart Home - Winner
Keith Remmel, Optum Consumer Sales and Service
Aaron Steiner, American Institute of CPAs

Customer Service Rising Star
Grant Golden, Medfusion - Winner
Erica Emmerson, Crisis Response Network, Inc.

Lifetime Achievement Award
Rose Polchin, Consultant

 
2015 Finalists and Winners

Small-to-Medium Contact Center
DHL Express BD (Bangladesh)
HDB Contact Centre (Singapore)
Hyatt Legal Plans Client Service Center
Thomas Edison State College Learner Support Center
VF Imagewear Customer Support - WINNER

Best Large Contact Center
Carbonite Call Center Lewiston Maine
GuideWell Connect
UPMC Health Plan - WINNER
Wells Fargo & Company Treasury Management Client Delivery

Best Outsourcing Partnership
Dialog Direct
UPMC Health Plan & Clark Resources - WINNER

Best Use of an Emerging Channel(s)
Avaya Global Support Services - WINNER
C Spire Consumer Solutions Center
Integrity Staffing Solutions

Best Strategic Value to the Organization
Avaya Global Support Services
GuideWell Connect
Medfusion Customer Care
Progressive Insurance  - WINNER
Universal Group

Best Use of Technology
Aetna & Verint Systems, Inc.
AICPA - Member Service - WINNER
Avaya Global Support Services
Cars.com Speech Analytics Program
Deloitte CallCenter

Best QA/Customer Experience Program
DHL UAE Customer Service Department (UAE)
LexisNexis North America Legal & Professional Customer Support
UnitedHealthGroup (OptumRx)
Peach Pass Customer Service Center - WINNER

Best Multilingual Support Center
Aetna Inc - WINNER
Humana Language Assistance & Alternative Format Services
Kivuto Solutions Inc. (Canada)

Best Contact Center Agent
Carmen L. Diaz, New York Life Insurance - WINNER
Rita EL Khayal, DHL EXPRESS (Lebanon)
Kelly Moran, BuildASign.com
Evan Parana, UPMC Health Plan
Evan Watson, American Institute of Certified Public Accountants

Best Contact Center Supervisor
Cecelia Mastin, Intuit Inc. - WINNER
Pham Ngoc Anh, DHL VNPT Express Ltd. (Vietnam)
Liliana Ramirez, Callzilla

Best Contact Center Manager
Jill Houghland, InterCall
Jon Koelling, Intuit Inc. - WINNER

Best Customer Service Business Leader
Angela Beitelman, Health Alliance Medical Plans
Mahmud Bin Alam, DHL Express BD (Bangladesh)
Steven Fedorchuk, ATB Financial (Canada) - WINNER
Cindy Graffenius, Wells Fargo & Company

 2014 Finalists and Winners

Small-to-Medium Contact Center
The AICPA
Canadian Medical Protective Association
Cars.com-Operations, Customer Care Team - WINNER
Hyatt Legal Plans
(mt) Media Temple
Thomas Edison State College
Philly311

Best Large Contact Center
Affinion Group
Garanti Bank
Guidewell Connect
Minacs
Moen, Incorporated.
OppenheimerFunds Inc. - WINNER
Wells Fargo

Best Outsourcing Partnership
Callzilla & Rosetta Stone
Synergy Solutions & Shutterfly - WINNER

Best Use of an Emerging Channel(s)
Bright House Networks
Penn Foster - WINNER
STARTEK
Voiance Language Services

Best Strategic Value to the Organization
The AICPA
Garanti Bank
UHealth, the University of Miami Health System - WINNER

Best Use of Technology
Convergent Outsourcing, Inc. & Acuity Performance Management by TouchPoint One
MINDBODY & InContact
Group O & OpenSpan - WINNER
Trupanion & Aspect
UPMC Health Plan & Genesys

Best QA/Customer Experience Program
The Guardian Life Insurance Company of America, Retirement Solutions - WINNER
HD Supply Facilities Maintenance
InterCall
The Home Depot
UniSuper


Best Contact Center Agent
Codi Turner, BuildASign.com - WINNER
Joel Sutcliffe, Guardian Life Insurance
Juan Carlos Triviño, Callzilla
Lance Sabol, UPMC Health Plan
Marissa Fragapane, UPMC Health Plan
Megan Hickman, UPMC Health Plan

Best Contact Center Supervisor
Brock Faucette, The AICPA - WINNER
Clayton Gilchrist, Sitel
Kristin Hoffman, Guardian Life Insurance
Mihaela Dimitrui, Sitel
Steve Sloan, Sitel

Best Contact Center Manager
Jennifer Grosso-Gavlik, Guardian Life Insurance
Nina LeRoy, Sitel
Scott Humes, Wells Fargo
Shanta Huguley, InterCall
Tony Cabrera, New York Life Insurance - WINNER

Best Customer Service Business Leader
Anne Palmerine, UPMC Health Plan
Heather Magaha, Wells Fargo - WINNER
Kelly Harper, BuildASign.com

2013 Finalists & Winners

Call Center of the Year Award Finalists

Best Small-to-Medium (75 agents or less)
Freeman
Housing and Development Board, Singapore
Philly311 Non-Emergency Contact Center
UniSuper - WINNER

Best Large (More than 75 agents)
China Merchant Bank
Garanti Bank
Royal Caribbean International
Wells Fargo Bank - WINNER



Call Center of the Year Award Finalists

Best Small-to-Medium (75 agents or less)
Cars.com
Jabra
Freeman
Housing and Development Board, Singapore
Hyatt Legal Plans
Parago Communications Canada Inc.
Philly311 Non-Emergency Contact Center
UniSuper

Best Large (More than 75 agents)
American Water
China Merchant Bank
Garanti Bank
Intuit
Royal Caribbean International
Voiance Language Services
Wells Fargo Bank
Zions Bancorporation



Team Award Finalists

Best Strategic Value to the Organization
LifeLock
Nationwide
New York Life Insurance - WINNER
StarTek Inc.

Best QA or Customer Experience Program
LifeLock
OptumRx - WINNER
Progressive
UniTrends
UPMC Health Plan - WINNER

Best Use of Technology
Clearwire, North American Communications Resource
Hyatt Hotels, Interactions Corporation - WINNER
TELUS, OpenSpan, Inc.
The Home Depot, NICE Systems
UPMC Health Plan, Genesys




Professional Award Finalists

Best Call Center Agent
Chris Rectenwald, UPMC Health Plan
Jason Miller, MassMutual
Joyce Ayala, MassMutual
Lauren Bodell, UPMC Health Plan
Melissa Spencer, TransCore Freight Services
Michelle Achey, Guardian Life Insurance
Noe Vazquez, North American Bancard - WINNER
Samantha Grant, Sitel

Best Call Center Supervisor
Brian M. Fornuto, New York Life Insurance - WINNER
Kathie Dorschner, Guardian Life Insurance
Tracy Madden, Intercall
Zoltan Simon, Computer Generated Solutions

Best Call Center Manager
Chad A Luikart, Sitel
Dawn Fisher, MassMutual
Deb Brown, Guardian - WINNER
Tom Walsh, Computer Generated Solutions

Best Customer Service Business Leader
Geoff Levy, Clearwire
George Larribas, Wells Fargo Bank
Herb Pyles, Intercall
Josh Chapman, Cars.com - WINNER
Tiffany Killcreas, Intercall


2012 Winners

Small-to-Medium Call Center

Large Call Center

Silver Award: Strategic Value

Silver Award: Quality

Silver Award: Technology



2011 Winners

Small-to-Medium Call Center

Large Call Center

Silver Award: Strategic Value

Silver Award: Quality


2010 Winners

Small-to-Medium Call Center

Large Call Center


2009 Winners

Small-to-Medium Call Center

Large Call Center


2008 Winners

Small-to-Medium Call Center

Large Call Center

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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