ICMI Spirit of Service Awards Criteria
Contact Center Manager of the Year
This category is open to professional responsible for managing a contact center and customer service professionals. Judges will be looking for:
- 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
- Evidence of how they have held up the call center as an important part of the business as a whole
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