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ICMI Announces Call Center Site Tours for Contact Center Symposium Event in San Diego

ICMI Announces Finalists of the 2015 Global Contact Center Awards

Annual Awards Program Recognizes those Making Strides in the Customer Management Industry

COLORADO SPRINGS, Colo. --  March 11, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI) today announced the finalists of the 12th annual Global Contact Center Awards. Both winners and nominees of the awards will be celebrated during the Third annual ICMI Contact Center Awards Party on Tuesday, May 5. The awards party will be held in conjunction with the 2015 Contact Center Expo & Conference taking place May 4-7 at the Walt Disney World Dolphin Resort in Orlando, Florida. For more information and to take advantage of early bird pricing by Monday, March 23, please visit: icmi.com/Contact-Center-Expo-Conference.

Dedicated to the customer management industry, the Global Contact Center Awards are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. Finalists for this year's awards are:

Best Large Contact Center

  • Carbonite Call Center Lewiston Maine
  • GuideWell Connect
  • UPMC Health Plan
  • Wells Fargo & Company Treasury Management Client Delivery

Best Small to Medium Contact Center

  • DHL Express BD (Bangladesh)
  • HDB Contact Centre (Singapore)
  • Hyatt Legal Plans Client Service Center
  • Thomas Edison State College Learner Support Center
  • VF Imagewear Customer Support

Best Strategic Value to the Organization

  • Avaya Global Support Services
  • GuideWell Connect
  • Medfusion Customer Care
  • Progressive Insurance Contact Center
  • Universal Group

Best QA & Customer Experience Program

  • DHL UAE Customer Service Department (UAE)
  • LexisNexis North America Legal & Professional Customer Support
  • OptumRx Quality Control and Monitoring
  • Peach Pass Customer Service Center

Best Use of Emerging Channel(s)

  • Avaya Global Support Services
  • C Spire Consumer Solutions Center
  • Integrity Staffing Solutions

Best Use of Technology

  • Aetna & Verint Systems, Inc.
  • AICPA - Member Service
  • Avaya Global Support Services
  • Cars.com Speech Analytics Program
  • Deloitte Call Center and Interactive Intelligence

Best Outsourcing Partnership

  • Dialog Direct
  • UPMC Health Plan

Best Multi-Lingual Support Center

  • Aetna Inc
  • Humana Language Assistance & Alternative Format Services
  • Kivuto Solutions Inc. (Canada)

Best Contact Center Supervisor

  • Cecelia Mastin , Intuit Inc.
  • Pham Ngoc Anh , DHL VNPT Express Ltd. (Vietnam)
  • Liliana Ramirez , Callzilla

Best Contact Center Manager

  • Jill Houghland , InterCall
  • Jon Koelling , Intuit Inc.

Best Customer Service Business Leader

  • Angela Beitelman , Health Alliance Medical Plans
  • Mahmud Bin Alam , DHL Express BD (Bangladesh)
  • Steven Fedorchuk , ATB Financial (Canada)
  • Cindy Graffenius , Wells Fargo & Company

Best Contact Center Agent

  • Carmen L. Diaz , New York Life Insurance
  • Rita EL Khayal, DHL EXPRESS (Lebanon)
  • Kelly Moran , BuildASign.com
  • Evan Parana, UPMC Health Plan
  • Evan Watson , American Institute of Certified Public Accountants

"The ICMI Global Contact Awards recognize the people and organizations that are the true trailblazers for the improvement of the contact center industry," said Justin Robbins, Senior Analyst for ICMI. "We look forward to celebrating with our well-deserved finalists and revealing our winners at the awards ceremony in May."

ICMI Contact Center Expo & Conference
The ICMI Contact Center Expo & Conference is the number one rated event for contact professionals. The event will offer more than 60 thought-provoking sessions as well as a dynamic expo floor featuring cutting edge technology and services. The conference brochure with all event information is now available for download here: ICMI.COM/CCEXPOBROCHURE.

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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, 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. ICMI is a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company. 

Photo: http://photos.prnewswire.com/prnh/20150310/180919


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