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Here Are the 2021 ICMI Global Contact Center Awards Finalists

yellow and blueEach year, we launch the ICMI Global Contact Center Awards to give a chance to acknowledge the best of the best of the contact center industry. These frontline workers, managers, and teams find a way to deliver excellent customer service in often challenging environments, while also adapting to rapid technological change.

The finalists for the 2021 awards cycle deserve special acknowledgement because they have been recognized by their peers for going above and beyond in a year when we all have had to go above and beyond to adapt to the pandemic.

Without further ado, here are the finalists for each category:

Individual Awards

Best Contact Center Agent

  • Todd Gulizia - WebMD Health Services
  • Felton Golden - Publishing Concepts
  • Thad Hubbell - Web MD Health Services
  • Jeanette Menapace - WebMD Health Services 
  • Robin Shillingburg - Navy Federal Credit Union

Best Contact Center Manager

  • Rocky Buchta - WebMD Health Services
  • David Flores - GreenPath Financial Wellness
  • Moosa Rafeeq - Shell

Best Contact Center Supervisor

  • Kristina Andrews - Publishing Concepts, Inc.
  • Kathleen Egger - Peak Support
  • Mitch Saddler - TTEC
  • Shelley Newcome - Navy Federal Credit Union

Best Contact Center Trainer

  • Kaitlin Eddinger - Navy Federal Credit Union

Best Workforce Manager

  • Chris Martin - WebMD Health Services

Customer Hero Award

  • Ana Ramirez, Callzilla
  • Patricia Talford, AAA

Group Awards

Best Contact Center Culture

  • Crisis Response Network
  • Publishing Concepts
  • Showdown Displays
  • TeleTech Pampanga
  • TTEC Brazil

Best Digital Customer Experience

  • Allstate Insurance
  • Microsoft
  • TELUS International

Best Large Contact Center

  • Peak Support 
  • UPMC Health Plan
  • Navy Federal Credit Union

Best Learning and Development Program

  • Allstate Insurance 
  • WebMD Health Services

Best Medium Contact Center

  • WebMD Health Services
  • Publishing Concepts

Best New Technology Solution

  • Comsys CX
  • Local Measure
  • Sharpen Technologies
  • TELUS International
  • Verint

Best Outsourcing Provider

  • Callzilla
  • CSS Corp
  • Peak Support
  • Transparent BPO

Best Small Contact Center

  • Clio
  • Dorel Juvenile
  • VMS Biomarketing

Best Strategic Value to the Organization

  • Cvent 
  • Jane Software Inc. 
  • Publishing Concepts
  • TIAA
  • UPMC Health Plan

Register for the ICMI Contact Center Expo here.

Image Credit: Brands&People