ICMI Global Contact Center Awards: Celebrating Excellence in Customer Experience
Honoring the Trailblazers Who Define Industry Excellence
For over a decade, ICMI's Global Contact Center Awards have recognized the exceptional individuals, teams, and organizations that set the gold standard in customer experience innovation. This prestigious program celebrates those who demonstrate outstanding commitment to leveraging cutting-edge technologies, implementing transformative solutions, and establishing best practices that elevate both customer and employee experiences.
Discover the remarkable winners who have shaped the contact center industry through their dedication to excellence. From frontline heroes to visionary leaders, these award recipients represent the best of what our community has to offer—professionals who consistently deliver exceptional service in the dynamic and fast-paced world of customer engagement.
Join us in celebrating these champions of customer experience as we showcase their achievements and the lasting impact they've made on our industry.
Best Contact Center Agent
| Year |
Winner |
Company |
| 2024 |
Sara Hardy |
WebMD Health Services |
| 2023 |
Tiffany Ireland |
WebMD Health Services |
| 2022 |
Gloria Felts |
WebMD Health Services |
| 2021 |
Jeanette Menapace |
WebMD Health Services |
| 2020 |
Alexa Pratt |
WebMD Health Services |
| 2019 |
Danielle |
US Bank Global Fund |
|
Bronikowski |
Services |
| 2018 |
Mike Granato |
WebMD Health Services |
| 2017 |
Reyna Diaz |
Crisis Response Network |
| 2016 |
Karli Gundersen |
New York Life Insurance |
| 2015 |
Carmen Diaz |
New York Life Insurance |
| 2015 |
Carmen Diaz |
New York Life Insurance |
| 2014 |
Codi Turner |
BuildASign.com |
| 2013 |
Noe Vazquez |
North American Bancard |
Best Contact Center Supervisor
| Year |
Winner |
Company |
| 2024 |
Courtney Shefferd |
Navy Federal Credit Union |
| 2023 |
Victoria Philpot |
Navy Federal Credit Union |
| 2022 |
Darlene Unger |
Showdown Displays |
| 2021 |
Kristina Andrews |
Publishing Concepts, Inc. |
| 2019 |
Ashley Trout |
WebMD Health Services |
| 2018 |
Adriana Thompson |
BuildASign.com |
| 2017 |
Mark Crenshaw |
Wells Fargo Treasury Management Client Delivery |
| 2016 |
Nicole Berry |
Sedgwick |
| 2015 |
Cecelia Mastin |
Intuit |
| 2015 |
Carmen Diaz |
New York Life Insurance |
| 2014 |
Brock Faucette |
AICPA |
| 2013 |
Brian Fornuto |
New York Life Insurance |
Best Contact Center Manager
| Year |
Winner |
Company |
| 2024 |
Aleasha McDaniel |
STCU |
| 2023 |
Phillip Davis |
PCI, Publishing Concepts |
| 2022 |
Sarah Koop |
WebMD Health Services |
| 2021 |
Rocky Buchta |
WebMD Health Services |
| 2020 |
Futoon Koudsi |
DHL Express UAE |
| 2019 |
Jerri Pigg-Shoemake |
WPS Government Health Administrators |
| 2018 |
Melissa Headrick |
VIPdesk Connect |
| 2017 |
Kristine Hartkopf |
Freeman |
| 2016 |
Chuck Browne |
Vivint Smart Home |
| 2015 |
Cecelia Mastin |
Intuit |
| 2015 |
Jon Koelling |
Intuit |
| 2014 |
Tony Cabrera |
New York Life Insurance |
| 2013 |
Deb Brown |
Guardian |
Best Contact Center Trainer
| Year |
Winner |
Company |
| 2023 | Scott Kilberg | Showdown Displays |
| 2022 | Pat Ricken | Transparent BPO |
| 2021 | Kaitlin Eddinger | Navy Federal Credit Union |
| 2020 | Brandon Edwards | Sitel Group |
| 2019 | Shelley Reyes | MindTouch |
Best Contact Center Workforce Manager
| Year |
Winner |
Company |
| 2023 | Dr. Debra Bentson | Kaiser Permanente |
| 2021 | Chris Martin | WebMD Health Services |
| 2020 | Daniel Smitley | World Travel Holdings |
Customer Hero of the Year
| Year |
Winner |
Company |
| 2024 |
LaVonne Sanchez |
Showdown Displays |
| 2023 |
Tyda Marco |
DAT Freight & Analytics |
| 2022 |
Davy Kesner |
Frontier Communications |
| 2021 |
Ana María Ramírez |
Callzilla |
Lifetime Achievement Award
| Year |
Honoree |
| 2024 |
Jim Tincher |
| 2023 |
Leslie O'Flahavan |
| 2020 |
G. Todd Gladden |
| 2019 |
John Goodman |
| 2017 |
Bob Furniss |
| 2016 |
Rose Polchin |
Best Customer Service Business Leader
| Year |
Winner |
Company |
| 2015 |
Steven Fedorchuk |
ATB Financial |
| 2014 |
Heather Magaha |
Wells Fargo |
| 2013 |
Josh Chapman |
Cars.com |
Customer Service Rising Star
| Year |
Winner |
Company |
| 2016 |
Grant Golden |
Medfusion |
Best Small Contact Center
| Year |
Winner |
Runner-Up |
| 2024 |
Gopher Sport |
OneCause |
| 2023 |
OneCause |
Apexus |
| 2022 |
OneCause |
SHRM |
| 2021 |
Dorel Juvenile |
VMS Biomarketing, Clio |
| 2020 |
StarTech.com |
Qumu |
| 2019 |
WPS Government Health Administrators |
Busey |
| 2018 |
Gopher Sport & US Bancorp Fund Services (tie) |
— |
| 2017 |
DAT Solutions |
US Bancorp Fund Services |
| 2016 |
moo.com |
Church Pension Group, US Bancorp Fund Services |
Best Medium Contact Center
| Year |
Winner |
Runner-Up |
| 2024 |
DAT Freight & Analytics |
WebMD Health Services |
| 2023 |
iRobot |
Bluegreen Vacations |
| 2022 |
Zeiders Enterprises, Inc. |
WebMD Health Services |
| 2021 |
Publishing Concepts, Inc. |
WebMD Health Services |
| 2020 |
Showdown Displays |
Veterans United Home Loans |
| 2019 |
WebMD Health Services |
moo.com |
| 2018 |
WebMD Health Services |
The LEGO Group, SCAN Healthplan |
| 2017 |
Citrix Systems, Inc. |
SCAN Healthplan |
| 2016 |
Zeiders Enterprises, Inc. |
Guidewell Connect, MDwise |
Best Large Contact Center
| Year |
Winner |
Runner-Up |
| 2024 | UPMC Health Plan | Amica Mutual Insurance Company |
| 2023 | Navy Federal Credit Union | Amica Mutual Insurance Company |
| 2022 | UnitedHealthcare | ACT |
| 2021 | UPMC Health Plan | PeakSupport |
| 2020 | New York Life Insurance | TIAA |
| 2019 | Cvent | UPMC Health Plan |
| 2018 | Chewy | Cathay Life Insurance, Ltd. |
| 2017 | UPMC Health Plan | Web.com |
| 2016 | Kohl's | Wells Fargo, WageWorks |
| 2015 | UPMC Health Plan | — |
| 2014 | OppenheimerFunds, Inc. | — |
| 2013 | Wells Fargo | — |
| 2012 | UPMC Health Plan | — |
| 2011 | New York Life Insurance | — |
| 2010 | CapitalOne | — |
| 2009 | American Express | — |
| 2008 | Mondial Assistance | — |
Best Strategic Value to the Organization
| Year |
Winner |
| 2024 | Premier BPO |
| 2023 | OSF OnCall Digital Health |
| 2022 | Concentrix & Grypp, Gusto |
| 2021 | UPMC Health Plan |
| 2020 | Valvoline |
| 2019 | New York Life Insurance |
| 2018 | UPMC Healthplan, dōTERRA |
| 2017 | Whirlpool Corporation |
| 2016 | UMPC Health Plan |
| 2015 | Progressive Insurance |
| 2014 | The University of Miami Health System |
| 2013 | New York Life Insurance |
| 2012 | China CITIC Bank |
| 2011 | Acronis |
Best Contact Center Culture
| Year |
Winner |
| 2024 | Amica Mutual Insurance Company |
| 2023 | Dow Jones & Company, Inc. |
| 2022 | UPMC Health Plan |
| 2021 | Solari Crisis & Human Services |
| 2020 | UPMC Health Plan |
| 2019 | Navy Federal Credit Union |
| 2018 | UPMC Health Plan |
| 2017 | Clio |
Best Digital Customer Experience
| Year |
Winner |
| 2024 | Samsung Electronics of America NAHQ CS |
| 2023 | Shell |
| 2022 | Concentrix & Grypp |
| 2021 | TELUS International |
| 2020 | Clio |
| 2019 | Dorel Juvenile |
Best Learning and Development Program
| Year |
Winner |
| 2024 | Transparent BPO |
| 2023 | WebMD Health Services |
| 2022 | Trex |
| 2021 | WebMD Health Services |
| 2020 | Ameriprise Financial |
Best New Technology Solution
| Year |
Winner |
| 2024 | Cognigy |
| 2023 | Grypp Corp. |
| 2022 | Infinity, Observe.ai |
| 2021 | Local Measure, TELUS International |
| 2020 | NICE inContact, Cogito |
| 2019 | Talkdesk |
| 2018 | NICE inContact |
| 2017 | Jacada |
| 2016 | Dizzion |
Best Outsourcing Provider
| Year |
Winner |
| 2024 | Movate |
| 2023 | Transparent BPO |
| 2022 | PeakSupport |
| 2021 | CSS Corp |
| 2020 | Transparent BPO |
| 2019 | Harland Clarke |
| 2018 | TELUS International |
| 2017 | Callzilla |
| 2016 | Optum |
Best Small-to-Medium Contact Center
| Year |
Winner |
| 2015 | VP Imagewear |
| 2014 | Cars.com |
| 2013 | UniSuper |
| 2012 | Allianz |
| 2011 | iContact |
| 2010 | TransCore |
| 2009 | NCS |
| 2008 | CareerBuilder.com |
Best Use of Technology
| Year |
Winner |
| 2018 | UPMC Health Plan |
| 2017 | Wells Fargo Treasury Management Client Delivery |
| 2016 | moo.com |
| 2015 | AICPA |
| 2014 | Group O and OpenSpan |
| 2013 | Hyatt Hotels and Interactions Corporation |
| 2012 | American Water |
Most Improved Contact Center
| Year |
Winner |
| 2018 | Liberty Mutual |
| 2017 | Alberta Pension Services Corporation |
| 2016 | Ameren Missouri |
Best QA/CX Program
| Year |
Winner |
| 2018 | Cvent |
| 2017 | Navy Federal Credit Union |
| 2016 | Farmers Insurance |
| 2015 | Peach Pass |
| 2014 | The Guardian Life Insurance Company of America |
| 2013 | OptumRx, UPMC Health Plan |
| 2012 | Allianz |
| 2011 | The Canadian Medical Protective Association |
Best Outsourcing Partnership
| Year |
Winner |
| 2015 | Clark Resources and UPMC Health Plan |
| 2014 | Synergy Solutions and Shutterfly |
Best Social Media Customer Care
| Year |
Winner |
| 2018 | Swanson Health |
| 2017 | Dorel Juvenile |
| 2016 | Navy Federal Credit Union |
Best Chat Support
| Year |
Winner |
| 2018 | Hong Kong Tourism Board |
| 2017 | Signs.com |
| 2016 | moo.com |
Best Multilingual Support
| Year |
Winner |
| 2016 | Raytheon |
| 2015 | Aetna |
Best Use of an Emerging Channel
| Year |
Winner |
| 2015 | Avaya |
| 2014 | Penn Foster |
Best Philanthropy Program
| Year |
Winner |
| 2017 | Dell Technologies |
Most Innovative Customer Service