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ICMI Honors Top Contact Center and Customer Service Professionals and Teams with 2019 Global Contact Center Awards

By The Editors | Date Published: May 20, 2019 - Last Updated December 03, 2019 | Comments

14 winners recognized at ICMI Contact Center Expo 2019 for their commendable achievements in the industry

COLORADO SPRINGS, Colo., May 14, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, today announced the recipients of this year’s ICMI Global Contact Center Awards. The ICMI Global Contact Center Awards is the most comprehensive awards program devoted to the contact center industry and is designed to recognize the companies, contact centers, and individuals that demonstrate excellent innovation and leadership within the industry. This year’s award winners were announced at the ICMI Global Contact Center Awards Party, which took place on May 14, 2019 in conjunction with ICMI Contact Center Expo.

2019 ICMI Global Contact Center Awards

To learn more about the ICMI Global Contact Center Awards, please visit: https://www.icmi.com/Contact-Center-Expo-Conference/Program/Awards-Party

“Participants of the ICMI Global Contact Center Awards continue to impress each year with submissions from a robust group of individuals and teams,” said Erica Marois, Content and Awards Manager, ICMI. “This year’s winners truly set the bar for customer service excellence and demonstrated their commitment to success and moving our industry forward.”

This year’s winners were reviewed and chosen by a panel of carefully selected judges, which included more than 35 industry thought leaders. Winners were selected based on a set of pre-determined category criteria.

2019 ICMI Global Contact Center Award Winners:

Best Contact Center Agent
Danielle Bronikowski, U.S. Bank Global Fund Services

Best Contact Center Supervisor
Ashley Trout, WebMD Health Services

Best Contact Center Manager
Jerri Pigg-Shoemake, WPS Government Health Administrators

Best Contact Center Trainer
Shelley Reyes, MindTouch

Best Strategic Value to the Organization
New York Life Insurance

Best Digital Customer Experience
Dorel Juvenile

Best Learning & Development Program
TELUS International

Best Contact Center Culture
Navy Federal Credit Union

Best New Technology Solution
Talkdesk

Best Outsourcing Provider
Harland Clarke

Best Small Contact Center
Winner: WPS Government Health Administrators
Runner-Up: Busey

Best Medium Contact Center
Winner: WebMD Health Services
Runner-Up: MOO

Best Large Contact Center
Cvent (Tie)
UPMC Health Plan (Tie)

Lifetime Achievement
John Goodman

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About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

To learn more and for the latest news and information, visit www.ubm.com and www.informa.com .

Heather Donner
ICMI PR
[email protected]
415-947-6109

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

Topics: Best Practices

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