The Titans of Customer Service: Meet the Finalists for ICMI’s Best Large Contact Center

The countdown to the ICMI Global Contact Center Awards is ON! Just eight weeks until the industry's brightest stars gather in Orlando for ICMI Contact Center Expo, October 21-24. As the excitement builds, we're spotlighting the extraordinary finalists vying for the coveted Best Large Contact Center award.

Earlier this month, we introduced you to the impressive contenders in the Best Small and Medium Contact Center categories. Now, we're turning our attention to the titans of our industry - the finalists for Best Large Contact Center. These industry titans have raised the bar on performance, innovation, and customer experience. Let's meet the contenders.

Meet ICMI's 2024 Contenders for Best Large Contact Center

Amica Mutual's Service Center Operations: Driving Innovation and Digital Transformation

"The Service Center Operations (SCO) team, established in 1999, has grown to over 300 people, expanding its hours and channels to support customers beyond core business hours. SCO handles 100% of Amica’s digital contact channels and consistently manages over 95% of First Notice of Loss (FNOL) calls. In 2023, the team referred over 5,000 customers to the sales team, achieving a 21% conversion rate. SCO also leads the organization in adopting new technology, like Workforce Management and Speech Analytics, while maintaining strong employee engagement through innovative programs like student internships." - Jeff Gagnon, Vice President

Amica Mutual Insurance Company's Service Center Operations (SCO) is a large-scale contact center focused on exceptional customer care. Employing 360 people across Rhode Island and Washington, SCO handles customer service and claims 24/7. They prioritize empathy and building strong customer relationships while using data and technology to drive performance. SCO is a leader in innovation, adopting new tools like work-from-home technology and speech analytics. Beyond customer service, they've expanded their role to include digital support, after-hours assistance, and sales lead generation.

Cox Automotive: Leveraging the Power of Employee Development and AI (Artificial Intelligence)

"Cox Automotive enables favorable outcomes with frictionless experiences, fearlessly engaged teams, and being fanatical about continuous innovation. Our transformation journey has impacted every area of our operations, at no sacrifice to service. Our customers rate us above 90% in customer satisfaction, and agents rate Cox Automotive as the best place to work. We strive to be the most recognized organization in the service industry and are well on our way." - Lydia Clayton, Associate Vice President

Cox Automotive's contact center is a customer service powerhouse with 881 agents across 19 locations. The center improved service levels by 17% throughout 2023, achieving 99% forecasting accuracy. The center is an innovation hub, using advanced technologies like AI and self-service tools to improve efficiency and customer experience. With a strong focus on employee development and work-life balance, Cox Automotive has created a high-performing contact center that's a strategic asset to the organization.

UPMC Scheduling Services: Driving Excellence in Patient-Centric Appointment Support

"Scheduling Services has transformed the Central Scheduling model from a passive cost center to a proactive revenue center by partnering with providers, hospitals, and internal suppliers across the organization to increase patient access while ensuring an enhanced employee experience and a positive, patient-centric experience. This transformation is reflected in our patient surveys, employee surveys, retention metrics, and improved relationships across our organization." -Samra Halchak, Business Process Consultant, UPMC

UPMC Scheduling Services is a patient-centric contact center that provides exceptional appointment scheduling support. With a team of over 400 specialists, the center handles millions of calls, chats, and appointments annually. By prioritizing employee development, leveraging technology, and focusing on continuous improvement, UPMC Scheduling Services delivers outstanding results and a positive patient experience.

UPMC Health Plan: Empowering Members and Shaping Strategic Decisions

"Our contact center is not just a support function; it is a strategic asset that drives value across the entire organization. Their unwavering dedication, professionalism, and commitment to excellence make them deserve recognition for their outstanding contributions." -Mary Beth Jenkins, Sr. VP UPMC Insurance Services Division, COO

UPMC Health Plan's contact center is a high-performing team of over 400 Healthcare Concierges dedicated to delivering exceptional member service. With impressive metrics like 98%-member satisfaction and 96% first-call resolution, the contact center leverages advanced technologies like speech analytics, AI-powered chatbots, and a custom CRM system to enhance customer experience and operational efficiency. They've implemented numerous initiatives to foster employee engagement and development, including a diversity mentoring program, comprehensive training, and regular coaching sessions.

Meet these ICMI Global Contact Center Award Finalists in Person at ICMI Contact Center Expo

These are just a few of the incredible contact center teams and individuals in the running for an ICMI Global Contact Center Award. Each one brings something unique to the table, from cutting-edge technology to exceptional customer service. We can't wait to see who takes home the top prize!

Want to be part of the excitement? Join us at the ICMI Global Contact Center Expo in Orlando, October 21-24, to celebrate these industry leaders and network with your peers.