ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

Past Award Winners

Best Contact Center Agent

Year Winner Company
2022 Gloria Felts WebMD Health Services
2021 Jeanette Menapace WebMD Health Services
2020 Alexa Pratt WebMD Health Services
2019 Danielle Bronikowski US Bank Global Fund Services
2018 Mike Granato  WebMD Health Services
2017 Reyna Diaz Crisis Response Network
2016 Karli Gundersen New York Life Insurance
2015 Carmen Diaz New York Life Insurance
2015 Carmen Diaz New York Life Insurance
2014 Codi Turner BuildASign.com
2013 Noe Vazquez North American Bancard

Back to top

Best Contact Center Supervisor

Year Winner Company
2022 Darlene Unger Showdown Displays
2021 Kristina Andrews Publishing Concepts, Inc.
2019 Ashley Trout WebMD Health Services
2018 Adriana Thompson  BuildASign.com
2017 Mark Crenshaw Wells Fargo Treasury Management Client Delivery
2016 Nicole Berry Sedgwick
2015 Cecelia Mastin Intuit
2015 Carmen Diaz New York Life Insurance
2014 Brock Faucette AICPA
2013 Brian Fornuto New York Life Insurance

Back to top

Best Contact Center Manager

Year Winner Company
2022 Sarah Koop WebMD Health Services
2021 Rocky Buchta WebMD Health Services
2020 Futoun Koudsi DHL Express UAE
2019 Jerri Pigg-Shoemake WPS Government Health Administrators
2018 Melissa Headrick  VIPdesk Connect
2017 Kristine Hartkopf Freeman
2016 Chuck Browne Vivint Smart Home
2015 Cecelia Mastin Intuit
2015 Jon Koelling Intuit
2014 Tony Cabrera New York Life Insuranc
2013 Deb Brown Guardian

Back to top

Best Contact Center Trainer

Year Winner Company
2022 Pat Ricken Transparent BPO
2021 Kaitlin Eddinger Navy Federal Credit Union
2020 Brandon Edwards Sitel Group
2019 Shelley Reyes MindTouch

Back to top

Best Contact Center Workforce Manager

Year Winner Company
2021 Chris Martin WebMD Health Services
2020 Daniel Smitley World Travel Holdings

Back to top

Customer Hero of the Year

Year Winner Company
2022 Davy Kesner Frontier Communications
2021 Ana María Ramírez Callzilla

Back to top

Lifetime Achievement Award

Year Honoree
2020 G. Todd Gladden
2019 John Goodman
2017 Bob Furniss
2016 Rose Polchin

Back to top

Best Customer Service Business Leader

Year Winner Company
2015 Steven Fedorchuk ATB Financial
2014 Heather Magaha Wells Fargo
2013 Josh Chapman Cars.com

Back to top

Customer Service Rising Star

Year Winner Company
2016 Grant Golden Medfusion

Back to top

Best Small Contact Center

Year Winner Runner-Up
2022 OneCause SHRM
2021 Dorel Juvenile
VMS Biomarketing		 Clio
2020 StarTech.com Qumu
2019 WPS Government Health Administrators Busey
2018 US Bancorp Fund Services  Gopher Sport
2017 DAT Solutions US Bancorp Fund Services
2016 moo.com Church Pension Group
US Bancorp Fund Services

Back to top

Best Medium Contact Center

Year Winner Runner-Up
2022 Zeiders Enterprises, Inc. WebMD Health Services
2021 Publishing Concepts, Inc. WebMD Health Services
2020 Showdown Displays Veterans United Home Loans
2019 WebMD Health Services moo.com
2018 WebMD Health Services  The LEGO Group
SCAN Healthplan
2017 Citrix Systems, Inc. SCAN Healthplan
2016 Zeiders Enterprises, Inc. Guidewell Connect
MDwise

Back to top

Best Large Contact Center

Year Winner Runner-Up
2022 UnitedHealthcare ACT
2021 UPMC Health Plan PeakSupport
2020 New York Life Insurance TIAA
2019 Cvent UPMC Health Plan
2018 Chewy  Cathay Life Insurance, Ltd.
2017 UPMC Health Plan Web.com
2016 Kohl's Wells Fargo
WageWorks
2015 UPMC Health Plan  
2014 OppenheimerFunds, Inc.  
2013 Wells Fargo  
2012 UPMC Health Plan  
2011 New York Life Insurance  
2010 CapitalOne  
2009 American Express  
2008 Mondial Assistance  

Back to top

Best Strategic Value to the Organization

Year Winner
2022 Concentrix & Grypp
Gusto
2021 UPMC Health Plan
2020 Valvoline
2019 New York Life Insurance
2018

UPMC Healthplan
dōTERRA
2017 Whirlpool Corporation
2016 UMPC Health Plan
2015 Progressive Insurance
2014 The University of Miami Health System
2013 New York Life Insurance
2012 China CITIC Bank
2011 Acronis

Back to top

Best Contact Center Culture

Year Winner
2022 UPMC Health Plan
2021 Solari Crisis & Human Services
2020 UPMC Health Plan
2019 Navy Federal Credit Union
2018 UPMC Health Plan 
2017 Clio

Back to top

Best Digital Customer Experience

Year Winner
2022 Concentrix & Grypp
2021 TELUS International
2020 Clio
2019 Dorel Juvenile

Back to top

Best Learning and Development Program

Year Winner
2022 Trex
2021 WebMD Health Services
2020 Ameriprise Financial

Back to top

Best New Technology Solution

Year Winner
2022 Infinity
Observe.ai
2021 Local Measure
TELUS International
2020 NICE inContact
Cogito
2019 Talkdesk
2018 NICE inContact 
2017 Jacada
2016 Dizzion

Back to top

Best Outsourcing Provider

Year Winner
2022 PeakSupport
2021 CSS Corp
2020 Transparent BPO
2019 Harland Clarke
2018 TELUS International 
2017 Callzilla
2016 Optum

Back to top

Best Small-to-Medium Contact Center

Year Winner
2015 VP Imagewear
2014 Cars.com
2013 UniSuper
2012 Allianz
2011 iContact
2010 TransCore
2009 NCS
2008 CareerBuilder.com

Back to top

Best Use of Technology

Year Winner
2018 UPMC Health Plan 
2017 Wells Fargo Treasury Management Client Delivery
2016 moo.com
2015 AICPA
2014 Group O and OpenSpan
2013 Hyatt Hotels and Interactions Corporation
2012 American Water

Back to top

Most Improved Contact Center

Year Winner
2018 Liberty Mutual 
2017 Alberta Pension Services Corporation
2016 Ameren Missouri

Back to top

Best QA/CX Program

Year Winner
2018 Cvent 
2017 Navy Federal Credit Union
2016 Farmers Insurance
2015 Peach Pass
2014 The Guardian Life Insurance Company of America
2013 OptumRx
UPMC Health Plan
2012 Allianz
2011 The Canadian Medical Protective Association

Back to top

Best Outsourcing Partnership

Year Winner
2015 Clark Resources and UPMC Health Plan
2014 Synergy Solutions and Shutterfly

Back to top

Best Social Media Customer Care

Year Winner
2018 Swanson Health 
2017 Dorel Juvenile
2016 Navy Federal Credit Union

Back to top

Best Chat Support

Year Winner
2018 Hong Kong Tourism Board 
2017 Signs.com
2016 moo.com

Back to top

Best Multilingual Support

Year Winner
2016 Raytheon
2015 Aetna

Back to top

Best Use of an Emerging Channel

Year Winner
2015 Avaya
2014 Penn Foster

Back to top

Best Philanthropy Program

Year Winner
2017 Dell Technologies

Back to top

Most Innovative Customer Service

Year Winner
2018 Clio

Back to top