ICMI’s Contact Center Expo Will Illuminate Industry Excellence at the Global Contact Center Awards Party

Unveils the ICMI Global Contact Center Awards Finalists; Event Takes Place on October 26

ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, will illuminate industry excellence at the ICMI Global Contact Center Awards. The awards honor and recognize the companies, contact centers, and individuals leading the community forward. ICMI also unveils the ICMI Global Contact Center Awards finalists.

ICMI’s Contact Center Expo takes place October 24-27 at the Omni Orlando Resort at Championsgate in Orlando, Florida.

“Congratulations to all of the finalists in the ICMI Global Contact Center Awards program. We are inspired by your dedication to the customer service industry and look forward to seeing who the judges pick as the best of the best,” said Tara Gibb, Senior Director, ICMI’s Contact Center Expo. “At this year’s party, we’re excited to shine a light on all that is good in the contact center community. Not only will we celebrate the award winners, but we will also have fun and recognize the amazing customer experiences our community empowers every day.”

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The 2022 ICMI Global Contact Center Awards finalists include:


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

Best Outsourcing Provider

  • Callzilla
  • Liveops
  • Peak Support
  • Simply Contact

Customer Hero Award

  • Darlene Unger, Showdown Displays
  • Davy Kesner, Frontier

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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 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. – Spouse Employment and Career Opportunities (SECO) Contact Center

Best Large Contact Center

  • ACT Customer Support
  • Avetta
  • MSC Industrial Supply
  • Newfold Digital
  • United Healthcare – Provider Services

The winners will be announced at the ICMI Global Contact Center Awards party on Wednesday, October 26 at 6:30 p.m. at the Omni Championsgate.

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