ICMI Global Contact Center Awards

At the ICMI Contact Center Expo and Conference in Orlando, we crowned the winner of the 2022 ICMI Global Contact Center Awards. These individuals and teams reflect the best of the industry through their commitment to leveraging new technologies, solutions, and best practices to evolve and improve the customer and employee experience.

The winners are:

Individual Awards

Best Contact Center Agent

Gloria Felts, WebMD Health Services

Best Contact Center Manager

Sarah Koop, WebMD Health Services

Best Contact Center Supervisor

Darlene Unger, Showdown Displays

Best Contact Center Trainer

Pat Ricken, Transparent BPO

Customer Hero Award

Davy Kesner, Frontier

Group Awards

Best Contact Center Culture

UPMC Health Plan Member Services

Best Digital Customer Experience

Concentrix & Grypp Corp

Best Learning and Development Program

Trex: Training & Development Team

Best New Technology Solution

Infinity - Conversation Analytics (tie)

Observe.AI (tie)

Best Strategic Value to the Organization

Concentrix & Grypp Corp (tie)

Gusto (tie)

Best Outsoucring Provider

Peak Support

Best Small Contact Center

OneCause Customer Service Team

Best Medium Contact Center

Zeiders Enterprises, Inc.

Best Large Contact Center

UnitedHealthcare - Provider Services