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Date Published: July 23, 2025 - Last Updated July 23, 2025
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Each year, the ICMI Global Contact Center Awards shine a spotlight on the most inspiring individuals, teams, and organizations raising the bar for excellence in customer experience. The 2025 finalists represent innovation, dedication, and impact across the contact center industry, from frontline agents to leaders driving strategic transformation.
Winners will be announced at the ICMI Contact Center Expo, taking place from October 27 to 30 at Loews Royal Pacific in Orlando. Join us in celebrating the people and practices that are moving our industry forward.
Best Contact Center Agent
- Jaid Burton, Showdown Displays
- Amber Cummings, Navy Federal Credit Union
- Alvinia "Vina" Faulkner, Callzilla
- Jocelyn Johnson, STCU
- Ashley Wenzinger, Navy Federal Credit Union
Best Contact Center Supervisor
- Loryn Alexander, STCU
- Renata Harris, Pathward
- Christine Johnson, Ultimus Fund Solutions
- Beth Linthicum, CVS Aetna
- Lacey Nowlin, Instant Teams
Best Contact Center Manager
- Dalmas Cavins, InteLogix
- Isabelle Deslauriers, StarTech.com
- Kalen Morgan, InteLogix
- Heather Sheeler, Pathward Tax
- Lisa Williams, Navy Federal Credit Union
Best Contact Center Director
- Lisa Diehl, Freshpet
- Kevin Hollingsworth, InteLogix
- Jeremy Hyde, Sun Country Airlines
- Kara Whalen, VHA Member Services, Health Resource Center
Best Customer Service Innovation
- Arbella Insurance
- Samsung Electronics America
- Veterans Health Administration, Member Services
Best Use of AI
- Cathay Life Insurance Co., Ltd
- Etech Global Services
- OneSource
- TechStyleOS
Best New Technology Solution
- Cognigy
- Etech Global Services
- Verint
Best Use of Customer Feedback
- Blue Cross and Blue Shield of Kansas City
- Mohammed Bin Rashid Establishment for Housing, Customer Happiness Team
- UPMC Health Plan
Best Public Sector Team
- Access Customer Service Center, County of San Diego, Health and Human Services Agency
- Region of Durham
- Veterans Health Administration- Member Services
- Veterans Health Administration, Income Verification Division
Best Contact Center Culture
- DHL Express Australia
- FAIRWINDS Credit Union
- Redial BPO
- Synovus Customer Care
- Ultimus Fund Solutions, LLC
- WebMD Health Services
Best Small Contact Center
- OneCause
- STCU
- UniSuper
- WebCE
Best Medium Contact Center
- Blue Cross and Blue Shield of Kansas City
- Pathward Tax
- Payroc
- Showdown Displays
- WebMD Health Services
Best Large Contact Center
- DHL Express
- Etech Global Services
- Navy Federal Credit Union
- Simply Contact
- The Optimum Care organization
- UPMC Scheduling Services
Thank You to Our Esteemed Judges
This awards program wouldn't be possible without the support of our passionate and knowledgeable judges. Thank you for your time and dedication.
Join Us in Orlando!
Celebrate with this year's finalists and winners at the ICMI Contact Center Expo, the can't-miss event for contact center professionals. Register now and save 20% on any pass with code CONNECT20.