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ICMI Announces 2013 Global Call Center of the Year Finalists

Exceptional call centers selected for embodying principles of effective call center management, customer advocacy and employee engagement

COLORADO SPRINGS, Colo., April 24, 2013 -- Following a highly competitive application process, and multiple selection rounds, The International Customer Management Institute (ICMI) has announced the finalists for its 2013 Global Call Center Awards.

These prestigious awards are part of the most comprehensive awards program dedicated to recognizing the achievements of companies, contact centers and individuals in the customer management industry.

According to Sarah Stealey Reed, ICMI's Content Director and Head of Judges of the 2013 ICMI Global Call Center Award Selection Committee, choosing among such high caliber semi-finalists was challenging.

"The outstanding candidates in this category made judging very difficult, but rewarding" she said. "The finalists we've selected are truly the best-of- the-best, and shining examples for the call center industry. Regardless of the outcome, each finalist should feel proud to have made it to this level."

The 2013 finalists in the 'Best Large Call Center' category are:

  • China Merchant Bank 
  • Garanti Bank 
  • Royal Caribbean International 
  • Wells Fargo Bank

The 2013 finalists in the 'Best Small-to-Medium Call Center' category are:

  • Freeman 
  • HDB 
  • Philly311 Non-Emergency Contact Center 
  • UniSuper

The Selection Committee also named finalists in a number of additional categories, including best call center technology, agent, and supervisor. Finalists in all categories can be found here.

Awards in all categories will be presented at the first annual ICMI Global Call Center Awards Dinner and Ceremony. Sponsored by Jabra and iQor, the dinner and ceremony will take place May 14, 2013, in Seattle, Washington during ACCE, ICMI's Global Conference and Expo. The winner from each category will take home a trophy, and later be interviewed on an event webinar, promoted in an ICMI press release, profiled in the industry-leading "Call Center Insider" newsletter and on icmi.com, and be permissioned to include the Global Call Center of the Year Award logo in print and online to further promote their honor to corporate executives and customers.

For more information on the ICMI Global Call Center Awards, visit icmi.com/GCCA, call 800.672.6177 (International: 001.719.268.0328) or email [email protected].

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com.

ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.

About Jabra

Jabra is one of the world's leading manufacturers of hands-free Unified Communications solutions. Building on its 141 year history of innovation, Jabra creates a broad range of award-winning headsets that increase productivity, reduce costs, and promote collaboration for contact centers, office and mobile users around the world.

About iQor

Headquartered in New York City, iQor provides intelligent customer interactions and outsourcing solutions. iQor's 17,000 employees in 39 Centers of Excellence around the world are dedicated to understanding each customer's DNA. iQor uses data science and real-time analytics intelligence to deliver extraordinary customer experiences that enhance revenue while promoting and protecting clients' brands. iQor's four service solutions specialize in providing data-driven, technology-empowered customer support and processing services in the consumer and commercial markets.