The ICMI Global Contact Center Awards are just around the corner, and the spotlight is on the unsung heroes of customer service - agents. These frontline professionals are the heart and soul of customer experience, turning everyday interactions into opportunities for brand loyalty. On October 23rd in Orlando, Florida, ICMI Contact Center Expo will host an unforgettable awards ceremony to honor these outstanding individuals and announce the winner of the prestigious Best Agent award.
Our finalists this year showcase innovation, empathy and remarkable skill in their roles. From pioneering mental health support programs to achieving record-breaking satisfaction scores, these agents are redefining excellence in customer service.
Join us in celebrating their achievements and recognizing the critical role they play in shaping customer perceptions. Whether you're an industry professional looking for inspiration or someone who appreciates great service, keep reading to learn more about these exceptional finalists and the impact they're making in the world of customer experience.
Theresa Butcher, DAT Solutions
Theresa Butcher's journey is a testament to personal growth and resilience. Despite facing challenges, she has emerged as a beacon of positivity in her call center. Theresa's peers recognized her contributions by awarding her the title of "Ms. Congeniality" during Customer Service Week 2023.
Colleagues praise Theresa for her kindness, willingness to share knowledge, and infectious energy. One peer noted, "Her positivity when things are rough is infectious and helps to keep things in perspective." Theresa's ability to keep a bright outlook and support her team members, even in demanding situations, makes her an asset to her organization.
“Theresa didn't let a development plan hold her back,” added an ICMI Global Contact Center Awards judge. "I’m glad to hear the company took this path to find exactly where her strengths are. She is clearly excelling, and I can't wait to see what she does in the following year!"
Jaid Burton, Showdown Displays
Jaid Burton's performance sets the bar high for her peers. In 2023, she achieved the highest average Power Ranking score among all team members, with an impressive 91.3. This score is a weighted average of the four primary KPIs (key performance indicators) used to assess agent performance.
Jaid's excellence has made her a role model for new agents, who often partnered with her to learn best practices. Her contributions have helped elevate her Customer Service Team to national recognition, with many Contact Center awards and industry accolades.
“She's clearly a star, and with her change & leadership degree, she's going to do big, amazing things in the CX space,” noted an awards judge.
Sara Hardy, WebMD Health Services
Sara Hardy's innovative mental health support approach has significantly changed her organization and its customers. In 2023, she created a pilot program called Cognitive Behavioral Coaching (CBC), designed to help individuals experiencing anxiety or depression.
Sara's productivity was exceptional, completing 364 successful calls in 2023, averaging 3.01 reaches per productive hour and exceeding her goal by 53.96%. The CBC program showed positive results, with participants reporting improvements in stress levels and overall effectiveness.
As one of the awards judges pointed out, “In a world where prioritizing mental health is a struggle, it seems Sara is making a real difference for people."
Thad Hubbell, WebMD Health Services
Thad Hubbell's enthusiasm and professionalism shine through in his role as a coach and webinar presenter. In 2023, he delivered 25 webinars, totaling 1,500 minutes (about 1 day) of live participant interaction – more than doubling his output from previous years. His engaging presentation style and real-world examples, drawn from his experience as a coach and personal trainer, consistently earn him high ratings and positive feedback.
Thad's commitment to quality is clear in his performance metrics. Throughout 2023, he scored "Successful" or "Strong" for Quality and Productivity each month, showing his consistent delivery of exceptional service.
"I can sense Thad's dedication, passion and excitement to his role of helping customers and the team,” noted one of the awards judges. “His zest at making things fun and supporting others is cool.”
Chelsea Lochas, Navy Federal Credit Union
Chelsea Lochas has made significant strides in improving call control behaviors and enhancing customer experiences across multiple channels. Her efforts led to a 9.1% reduction in her team's Call Control Outliers, from 10.7% in Q4 2023 to 1.6% in Q1 2024.
Chelsea's individual performance is equally impressive, with a 96.4% Post Call Survey average in Effectiveness, Emotion, and Ease of Doing Business for phone interactions. In the Chat channel, she achieved even higher scores, with 97% for Effectiveness and 98% for Emotion and Ease of Doing Business.
"Sounds like Chelsea is a wonderful team member! She truly sounds like a go getter in her role, looping in the team and making amazing experiences,” noted an awards judge.
Mandi Vera, Navy Federal Credit Union
Mandi Vera's commitment to excellence is evident in her flawless 100%-member satisfaction rate and impeccable schedule adherence. As an MSR Mentor, she has significantly impacted Contact Center performance by sharing best practices and emphasizing the "Power of One" concept.
Mandi's mentorship efforts have yielded tangible results, including a 7.4% improvement in call efficiency while maintaining a 97%-member satisfaction rate. Her expertise extends to her role as a subject matter expert on the internal Assist Line, where she skillfully addresses unique situations and collaborates with support offices to resolve escalated member concerns.
"Fraud isn't an easy part of the customer experience,” an awards judge pointed out. “Reading how Mandi handles this with such grace, compassion and positivity, is incredible."
Join Us in Orlando to Celebrate These Service Superstars
These outstanding finalists exemplify the pinnacle of customer service excellence, and the diverse skills and qualities that define exceptional agents. Their dedication, innovation, and impact not only serve as an inspiration to the entire industry but also highlight the critical role that agents play in shaping customer experiences. Want to join the celebration and see who wins Best Agent in person?
Register for ICMI Contact Center Expo using the code CELEBRATE and save $400 on your pass. Don't miss this opportunity to network with industry leaders, gain valuable insights, and applaud the best of the best in customer service. See you in Orlando!