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Announcing the 2020 ICMI Global Contact Center Awards Finalists

The ICMI Global Contact Center Awards Program, the most comprehensive awards program dedicated to the customer management industry, honors and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments within the contact center industry. We’re excited to celebrate with the 2020 class of finalists and winners at the ICMI Contact Center Expo, held October 12-15, 2020, at the Sheraton Dallas in Dallas, Texas.

This year, we chose from a near-record number of high-quality entries across 13 categories, and we’re now pleased to announce the 2020 finalists! Please join us in congratulating these stand-out teams and professionals:

Best Small Contact Center

  • Cadillac Fairview
  • OneCause
  • StorageMart
  • Dorel Juvenile
  • StarTech.com
  • Qumu
  • Panera Bread

Best Medium Contact Center

  • VinSolutions
  • Showdown Displays
  • Veterans United Home Loans
  • Valvoline

Best Large Contact Center

  • Cvent
  • Wells Fargo Treasury Management
  • TIAA
  • VHA MS
  • Cathay United Bank
  • New York Life

Best Strategic Value to the Organization

  • WebMD Health Services
  • Constant Contact
  • IBM
  • Valvoline

Best Outsourcing Provider

  • The Office Gurus
  • Transparent BPO
  • Sitel Group

Best New Technology Solution

  • TELUS International
  • NICE inContact
  • Verint
  • The Results Companies
  • Interactions
  • SearchUnify (Grazitti Interactive)
  • Cogito

Best Contact Center Culture

  • SCAN Healthplan
  • UPMC Health Plan
  • WebMD Health Services
  • U.S. Bank Global Fund Services
  • World Travel Holdings
  • South Carolina Federal Credit Union

Best Digital Customer Experience

  • TELUS International
  • Looker
  • Clio
  • Dialog

Best Learning and Development Program

  • UPMC Health Plan
  • Showdown Displays
  • U.S. Bank Global Fund Services
  • Ameriprise Financial

Best Contact Center Agent

  • Deanna White, WebMD Health Services
  • Naomi Karanja, DHL Express UAE
  • Alexa Pratt, WebMD Health Services
  • Morgan Murrell, SunCor Energy, Inc. 
  • Kristen Dodd, WebMD Health Services

Best Contact Center Manager

  • Stephanie Guerra, Transparent BPO
  • Mateo Herrera, Callzilla
  • Futoun Koudsi, DHL Express UAE
  • Lucia Darnell, StorageMart

Best Workforce Manager

  • Chris Martin, WebMD Health Services
  • Dan Smitley, World Travel Holdings
  • David Goode, New York Life Insurance Company

Best Contact Center Trainer

  • Ludmila Kantova, IBM Corporation
  • Brandon Edwards, Sitel Group
  • Kristal Mendez, Egis