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Announcing the 2022 ICMI Global Contact Center Award Winners

awardsThis week, contact center professionals gathered to learn, network, and celebrate at ICMI’s Contact Center Expo. The winners of this year’s Global Contact Center Awards were crowned during the award ceremony on Wednesday night. These individuals and teams reflect the best of the industry through their commitment to leveraging new technologies, solutions, and best practices to evolve and improve the customer and employee experience.

Individual Awards

Best Contact Center Agent

Gloria Felts, WebMD Health Services

Best Contact Center Supervisor

Darlene Unger, Showdown Displays

Best Contact Center Manager

Sarah Koop, WebMD Health Services

Best Contact Center Trainer

Pat Ricken, Transparent BPO

Customer Hero

Davy Kesner, Frontier

Team Awards

Best Small Contact Center

OneCause Customer Service Team

  Runner-Up: SHRM Knowledge Center

Best Medium Contact Center

Zeiders Enterprises, Inc.

  Runner-Up: WebMD Health Services

Best Large Contact Center 


Runner-Up: ACT Customer Support

Best Strategic Value to the Organization

Concentrix & Grypp Corp

Gusto (tie)

Best Contact Center Culture

UPMC Health Plan Member Services

Best Digital Customer Experience

Concentrix & Grypp Corp

Best Learning and Development Program


Best New Technology Solution

Infinity (tie)

Observe.AI (tie)

Best Outsourcing Provider

Peak Support

Congratulations to all who took part in the ICMI Global Contact Center Awards!