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.


Announcing the 2022 ICMI Global Contact Center Awards Finalists

The ICMI Global Contact Center Awards program offers us a chance to come together to celebrate greatness in the contact center industry. The awards are there to recognize the frontline workers, managers, and teams who deliver an excellent customer experience and employee experience in a fast-paced and dynamic work environment. The winners will be crowned at the ICMI Contact Center Expo in Orlando, October 24th - 27th, 2022.

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

Individual Awards

Best Contact Center Agent

  • Darren Anson, Frontier
  • Amanda Bickley, WebMD Health Services
  • Gloria Felts, WebMD Health Services
  • Tiffany Ireland, WebMD Health Services
  • Jessica Williams, WebMD Health Services

Best Contact Center Manager

  • Patricia Hanley, UPMC Health Plan
  • Bonita Hoermann, United Healthcare
  • Sarah Koop, WebMD Health Services
  • Trish Panibio, Peak Support

Best Contact Center Supervisor

  • Jaba Chincharauli, Frontier
  • Clark Lindstone, United Healthcare - Provider Services Operations
  • Kathryn Thomas, Navy Federal Credit Union
  • Darlene Unger, Showdown Displays

Best Contact Center Trainer

  • Pat Ricken, Transparent BPO

Customer Hero Award

  • Davy Kesner, Frontier
  • Darlene Unger, Showdown Displays

Group Awards

Best Contact Center Culture

  • Alorica
  • Navy Federal Credit Union
  • OneCause - Customer Service Team
  • Showdown Displays
  • UPMC Health Plan Member Services

Best Digital Customer Experience

  • Concentrix & Grypp Corp
  • Hallmark Care
  • ibex
  • Nationwide Insurance - Personal Lines Servicing
  • Newfold Digital - Contact Center

Best Learning and Development Program

  • Alorica
  • Liveops
  • Trex - Training & Development Team

Best New Technology Solution

  • Grypp Corp & Concentrix
  • Infinity - Conversation Analytics
  • Observe.AI
  • UPMC Health Plan - Member Services
  • Verint

Best Outsourcing Provider

  • Callzilla
  • Liveops
  • Peak Support
  • Simply Contact

Best Strategic Value to the Organization

  • Concentrix & Grypp Corp
  • Gusto
  • Intuit CGCS BPR & Continuous Improvement Team
  • Nationwide Insurance - Underwriting and Processing Simplification Team

Best Small Contact Center

  • OneCause Customer Service Team
  • Society for Human Resource Management Knowledge Center

Best Medium Contact Center

  • DHL Express UAE - Contact Center Team
  • Showdown Displays
  • Visions Federal Credit Union Contact Center
  • WebMD Health Services
  • Zeiders Enterprises, Inc.

Best Large Contact Center

  • ACT Customer Support
  • Avetta
  • MSC Industrial Supply
  • Newfold Digital
  • UnitedHealthcare - Provider Services

Congratulations to our finalists, and to all who have competed! 

You can register for the ICMI Contact Center Expo here.