This annual award is granted to contact center representatives from around the world via nomination from a co-worker. The nomination process begins in June of each year, and concludes the end of June. Notifications are sent in August to the representivities nominated, and the actual award is presented during the annual "Celebrate the Spirit of Service" Webcast during Customer Service Week.
The winners receive a certificate and a trophy recognizing them as an ICMI Spirit of Service Agent of the Year Award winner. They also receive a complimentary copy of the book A Career for the 21st Century: A Handbook for Call Center Agents, an ICMI online course of their choice, and will be spotlighted during the ICMI "Celebrate the Spirit of Service" Webinar
Nomination Process
Nominations end July 23!
Please click here to enter your nomination for the 2010 Spirit of Service 'Agent of the Year' award!
Criteria for Agent of the Year:
- Committed to quality service
- Product-knowledgeable
- Knows his or her customers
- Treats all customers (internal/external) with courtesy and respect
- Never argues with a customer
- Never leaves customers in limbo
- Handles all callbacks, emails with a sense of urgency
- Provides what he/she promises
- Assumes the customer is telling the truth
- Focuses on making customers and not sales
- Makes it easy to do business with the company
The Nominations are reviewed by a team of ICMI employees in a two-tier process to determine the winners and honorable mentions.
Past Spirit of Service 'Agent of the Year' Award Winners
2009
Jerri Sauter, CIGNA Healthcare Service Operations
Carole Gagliardo, U.S. Small Business Administration
David Nitcher, SEFCU
2008
Cheryle Epting, AAFES
Irma Mitchell, Inspiritec
Jon Harmony, Franklin Templeton Associates
Ronaldo Manga, TELUS