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Announcing The 2019 ICMI Global Contact Center Awards Finalists

The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. It is 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. We’ve recognized contact centers and their team members for more than a decade now, and we’re excited to celebrate with the 2019 class of finalists and winners on May 14 at Contact Center Expo.

This year we received hundreds of high-quality applications across 13 unique categories—and our panel of 39 judges spent the last month pouring over the entries. The level of participation was record-breaking, and we’re now pleased to announce to the 2019 finalists!

Please join us in congratulating these stand-out teams and professionals:

Best Small Contact Center

  • Busey
  • Centennial Optical
  • Dorel Juvenile
  • Wisconsin Physicians Service (WPS) Government Health Administrators

Best Medium Contact Center

  • Lippert Components
  • MOO
  • SCAN Healthplan
  • WebMD Health Services

Best Large Contact Center

  • Best Western Hotels & Resorts
  • Cvent
  • New York Life
  • UPMC Health Plan
  • Web.com

Best Strategic Value to the Organization

  • dōTERRA
  • New York Life Insurance Company
  • The Results Companies
  • WebMD Health Services

Best Digital Customer Experience

  • Dell Technologies
  • Dorel Juvenile
  • TELUS International
  • TIAA

Best Learning & Development Program

  • Clio
  • TELUS International
  • The Results Companies
  • UPMC Health Plan
  • U.S. Bank Global Fund Services

Best Contact Center Culture

  • Crisis Response
  • doTERRA
  • Navy Federal
  • RealPage
  • SCAN Health Plan
  • U.S. Bank Global Fund Services

Best Outsourcing Provider

  • Callzilla
  • Global Response
  • GlowTouch
  • Harland Clarke

Best New Technology Solution

  • Lightico
  • NICE inContact
  • RapportBoost
  • Talkdesk
  • Twilio

Best Contact Center Agent

  • Helen Breder-Greves, HighPoint
  • Danielle Bronikowski, U.S. Bank Global Fund Services
  • Nichole Brownell, Superior Contact
  • Jeff Lauzon, Canadian Medical Protective Association
  • Cristal Pardo, Callzilla

Best Contact Center Supervisor

  • Jose Paez, Callzilla
  • Kyle Poturica, Wells Fargo Treasury Management Client Delivery
  • Ashely Trout, WebMD Health Services

Best Contact Center Manager

  • Jerri Pigg-Shoemake, WPS
  • Yohannes Seyoum, Wells Fargo Treasury Management
  • Lauren Sheehan, SofterWare, Inc.

Best Contact Center Trainer

  • Sean Bowers, Navy Federal Credit Union
  • Julia Kandaurova, Sberbank
  • Shelley Reyes, MindTouch


View the list of finalists from previous years here.