Awards Criteria and Guidelines

Best Contact Center Agent

Best Contact Center Supervisor

Best Contact Center Manager

Best Contact Center Trainer

Best Contact Center Workforce Manager

Customer Hero of the Year 

Lifetime Achievement Award

Best Small, Medium, and Large Contact Center

Best Strategic Value to the Organization

Best Contact Center Culture Culture

Best Digital Customer Experience

Best Learning and Development Program

Best New Technology Solution

Best Outsourcing Provider

This category is open to customer-facing individuals, who regularly come into contact with the organization’s end customers, are committed to improving the customer experience, and aspire to a career in the industry. Nominations must originate from a colleague within the organization or a business partner. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Possesses qualities that make them uniquely suited to a customer service role
• Has made a demonstrable impact on customer service and efficiency
• Has positively influenced the behaviors and attitudes of fellow employees

This category is open to those who supervise agents regularly and provide support to customer-facing individuals. Nominations must come from a colleague within the organization or a business partner. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Demonstrates motivation and commitment to improving the customer experience
• Possesses qualities that make them uniquely suited to a customer service role
• Has made efforts to create a productive environment
• Possesses the skills to effectively train and coach team members
• Engages with new initiatives that have led to improvements in customer service

This category is open to professionals responsible for managing one or more contact centers. Nominations must come from a colleague within the organization or a business partner. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Improves the customer experience through effective implementation of processes
• Partners with internal stakeholders or outside vendors to achieve customer experience success
• Motivates their team to achieve exceptional performance
• Understands their teams' skills and knows how best to apply them
• Exerts a positive influence on the behaviors and attitudes of fellow employees

This category is open to those who train contact center employees. Nominations must come from a colleague within the organization or a business partner. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Possesses strong leadership and presentation skills and can deliver dynamic and effective training
• Ties training objectives to business outcomes
• Implements training initiatives that lead to improvements in customer service
• A sample of the trainer’s work (PPT, video, worksheet, or other supporting documentation)

This category is open to those who manage contact center scheduling and forecasting. Nominations must come from a colleague within the organization or a business partner. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Solves problems creatively and increases contact center efficiencies
• Implements creative scheduling/forecasting processes and solutions that lead to improvements in the agent experience
• Makes a positive impact on the customer experience
• Possesses a strong understanding of the role WFM plays in the customer experience

This award identifies emerging customer experience and contact center leaders and innovators, shining a light on the hardworking, creative individuals who inspire excellence, motivate their peers, and are shaping the future of customer service. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Must work in a customer-facing role
• Must consistently go above and beyond their normal job duties to improve the customer experience

Each year ICMI chooses a new recipient for their Lifetime Achievement Award. This person embodies the spirit of customer service and has contributed to all aspects of the contact center industry - the people, the organizations, the technology, and the customers. This individual has aided in the success of ICMI and its mission to provide training, events, and resources in order to elevate the reputation of the industry. Most importantly, the recipient of the ICMI Lifetime Achievement award has dedicated their career to the great people of the contact center industry.

Learn More

SELECTED EVALUATION CRITERIA

• Evidence of a distinguished career in the contact center profession and industry
• Demonstrated dedication to the growth of the profession and industry as a whole
• Documented, direct engagement with the industry and community:
  • Published thought leadership on the industry's strategic direction
  • Service on the boards of industry organizations
  • Commitment industry mentorship and leadership
  • Influence on industry best practices, standards, or frameworks
  • Contribution as a subject matter expert in multiple contexts (events, training, content, etc.)

The small (75 agents or less), medium (76-150 agents), and large (greater than 150 agents) contact centers that best exemplify the “gold standard” for the industry will take home these awards. We’ll also name one runner-up in each category. The prior year's winner(s) are ineligible for consideration in the current award cycle; runners-up are eligible for consideration.

Learn More

SELECTED EVALUATION CRITERIA

• Demonstrable understanding and utilization of the core and advanced principles of effective contact center management
• Appropriate use of contact center channels to best fulfill the needs/expectations of customers while also meeting the company’s goals
• Mindful measurement and usage of metrics to achieve the most balanced customer and agent experience
• A high-performance culture that fosters employee engagement and continuous improvement
• A people-centric environment with effective performance management and unique communication vehicles
• An innovative and progressive strategy regarding technology and tools

This category is not merely about aligning with the organization’s vision or mission statement, but rather how the contact center shapes, influences, and enables the organization’s success. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• A clear description of the specific initiative(s) the contact center employed to demonstrate strategic value
• Evidence of a clear purpose and strategy behind the initiative
• Evidence of a sound methodology for measuring and communicating value
• Evidence of a thoughtful and comprehensive approach to gaining executive buy-in and support
• Evidence of the process in which the contact center was able to execute the initiative(s) and overcome any challenges
• Evidence of the impact on the organization, before and after the initiative(s)

The organization that takes home this trophy will demonstrate a commitment to fostering a creative and collaborative work environment that has positively impacted both the employee and customer experience. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Evidence of a strategic methodology for measuring and communicating employee engagement
• Evidence that the culture program has improved the customer experience
• Evidence that the contact center’s culture has positively impacted recruiting, hiring, and retention
• Evidence of a strategic approach to cultivating and developing a positive team culture

This category will recognize an organization that uses two or more of the following service channels to enhance the customer experience: chat, SMS, email, social media, mobile, video, advanced self-service. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• A clear understanding of the key objectives and expected ROI behind the implementation of the digital service channels used
• Clear evidence of the successful deployment of the digital service channels
• Clear evidence of a successful measurement and reporting methodology
• Evidence of collaboration with internal business partners, such as marketing, sales, and/or IT, to bolster the success of the channels
• Evidence of a strategic and thoughtful approach to utilizing technology to deliver a consistent experience across channels
• Evidence of how digital service channels have improved the customer experience and how it has had a positive impact on the business as a whole
• Clear articulation of how digital service channels have driven success for the contact center

This category will recognize an organization that effectively leverages training to support better onboarding, improve employee performance, and deliver ongoing coaching and development in a way that elevates both the customer and employee experience. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Evidence of a strategic onboarding program that effectively prepares employees to serve customers
• Evidence that the onboarding program has contributed to improved retention
• Evidence of an effective coaching program that has positively impacted the employee and customer experience
• Evidence of a direct link between training goals and business outcomes
• Evidence of a successful measurement and reporting methodology to evaluate the success of training

This award is intended to recognize a contact center technology provider whose new solution demonstrates a strong commitment to improving the customer experience. To be considered, the new solution must have been released in within the last 18 months and must be a single piece of technology or one suite of services that was deployed as a single project.  Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• The solution demonstrates innovation and introduces a new capability to the contact center
• The solution is easily integrated with other contact center technologies
• The solution is easily used, installed, and easily trained
• The solution is cost-effective, and the ROI is easily demonstrated
• The solution fills a unique need within the contact center industry

This award will go to the outsourcing (BPO) partner that has most successfully leveraged their client relationships to improve the customer experience. Applicants can either nominate their BPO provider or submit as the outsourcer. Last year's winner(s) are not eligible for consideration in the current award cycle.

Learn More

SELECTED EVALUATION CRITERIA

• Evidence of positive impact on the client/organization as a whole, and the continuing quest for sustained strategic value
• Evidence of an innovative approach to outsourced service and the customer experience
• Evidence of the careful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
• Evidence of consistently meeting or exceeding key performance objectives
• Evidence of commitment to a high-performance culture
• Evidence of mindful, strategic, and effective collaboration between the outsourcer and its client(s)