Agent of the Year
Contact Center Supervisor of the Year
Contact Center Manager of the Year
Customer Service Business Leader of the Year
Agent of the Year:
Strategic Training Director, ICMI
Linda has over 25 years of experience in contact center management, training, development and instructional design. Her focus is on Learning and Development in the contact center environment, ICMI content, industry certification and international partnership programs.
Customer Service Representative, MassMutual Financial Group
Loni is ICMI's 2011 Contact Center Agent of the Year. Loni joined MassMutual as a Customer Service Representative in 2008. She became a Team Lead earlier this year and currently supports 20 CSRs. As a Team Lead, Loni assists with Supervisor Takeover calls and escalated cases and guides her team withcoaching and efficiency assistance.
Loni has also received MassMutual’s “Leader of the PACT” award for her involvement in MassMutual’s SET (Skill Enhancement Team), a team that assists CSRs in improving efficiency and best practices in phone interactions.
Associate Editor, Community Manager, ICMI
Christina has more than eight years experience writing, editing and managing content for business print and online publication in the electronics industry.
Christina joined the ICMI Community Services team in 2011; she oversees the creation of editorial content, including feature articles, blogs, whitepapers and webinars. Christina also manages ICMI's community of contact center industry experts and customers across all channels.
Christina has more than five years’ experience judging and presenting industry awards, specifically, the “Product of the Year” Awards for Electronic Products. This will be her first time serving on the Spirit of Service committee.
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Contact Center Supervisor of the Year:
Primary, Archnau Communications and Consulting
Rob Archambault is the primary strategist and consultant for Archnau Communications and Consulting. Rob is a fifteen-year call center strategic and operational manager who has experience in several different aspects of the call center industry.
Relying heavily on his past experience as well as the training that he received from CIAC as a certified CCSL, Rob is able to take both a high level approach as well as an ‘in the weeds’ understanding to deliver exceptional results for all of aspects of the call center/client interaction.
Assoc. Director, Volunteer Experience Management St. Jude Children’s Research Hospital
For more than 30 years Bob Furniss’ career has focused on helping companies improve customer experiences. As the Director of Bluewolf’s Service Cloud practice (Bluewolf.com), Bob leads a team of consultants focused on improving customer service and engagement.
Bob's career includes leadership positions in the areas of Contact Centers, Customer Experience, and Marketing with Touchpoint Associates, St. Jude Children’s Research Hospital, and several other leading companies. Find out more by visiting www.bobfurniss.com.
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Contact Center Manager of the Year:
ICMI Senior Advisor, CIAC-Certified Management Consultant (CCMC)
Fredia is ICMI Senior Advisor for CIAC Certification and was a founding partner and president of the former Call Center Industry Advisory Council (CIAC), the non-profit industry organization from which CIAC Certification originated. Prior to CIAC, Fredia established Call Center University, the educational division of Aspect’s TCS Management Group, and as its Managing Director led development of the first professional educational curricula for contact center managers, supervisors and technical consultants.
Editorial Director, Call Centre Focus
Claudia Thorpe has been commentating on the contact center/customer service industry for more than six years. In that time, she has built up a wealth of knowledge and has spoken about industry issues at many events, as well as on UK national television and radio.
She has more than ten years’ experience in editing business publications and websites, and is a true believer in building communities of like-minded peers through the power of digital channels. She now works as Editorial Director across the call centre and customer service products within media company UBM Live, working mainly on website offering callcentre.co.uk.
Her main interests include the use of social media for customer service, staff empowerment, and the art of putting the customer at the heart of the business.
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Customer Service Business Leader of the Year:
Call Center Director, Deloitte Services, LP
Gerry is a twenty-five year veteran of the call center industry. Gerry’s responsibilities at Deloitte include various support activities including, employee benefits support and technology support. He is responsible for call centers located in Hermitage, Tennessee, Los Angeles, California and Hyderabad, India.
Gerry has led high performing call center leadership teams in financial services, healthcare, direct consumer retail, business-to-business supply distribution, human resources services and tech support.
Gerry has served as a guest speaker at numerous contact center industry conferences and has contributed many articles and writings to contact center industry publications. Gerry currently serves on the board of advisors for the International Customer Management Institute’s (ICMI) conference programs. In addition, Gerry serves on the Call Center Industry Advisory Council (CIAC) certification advisory board.
Senior Advisor, ICMI
Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. His book, Call Center Management on Fast Forward (updated edition released May 2012) received an Amazon.com best selling award and is used by organizations throughout the world. Brad has worked across 45 states and in over 60 countries, and his clients have included many service leaders — American Express, USAA, Apple, Coca-Cola, HP and others.
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