COLORADO SPRINGS, Colo., March 6, 2017 /PRNewswire/ — The International Customer Management Institute (ICMI) today announced the finalists of its annual Global Contact Center Awards. The ICMI Global Contact Center Awards program is dedicated to recognizing companies and individuals that honor leadership, vision, innovation and strategic accomplishments within the customer service industry. Award winners will be announced and celebrated during the fifth annual ICMI Global Contact Center Awards Party on May 23, held in conjunction with the 2017 ICMI Contact Center Expo & Conference, taking place May 22-25 in Orlando, Fl.

To learn more about ICMI Contact Center Expo & Conference and the Global Contact Center Awards, please visit: 

«The Global Contact Center Awards give us an opportunity to recognize and celebrate the inspiring stories and true innovators within the customer service industry,» said Justin Robbins, Head of Award Judges and Content Director, ICMI. «It is great to see individuals and companies continue to push the envelope and reinvent business practices for the benefit of their organizations and to ultimately enhance the customer experience.»

The ICMI Global Contact Center Awards Program is the most comprehensive awards program committed to the customer service industry – serving the ICMI community for more than 12 years. This year’s finalists were reviewed and chosen by a panel of carefully selected judges, which included more than 45 industry thought leaders.

«As someone who has judged multiple industry awards programs, and has witnessed the behind-the-scenes process of evaluating entries, I can confidently say that the ICMI Global Contact Center Awards program is by far the most credible awards program in the industry,» said Chuck Browne, Sr. Manager of Customer Care, Vivint Smart Home; Global Contact Center Awards Judge.

This year’s ICMI Global Contact Center Awards Finalists are:

Best Small Contact Center

  • DAT Solutions
  • US Bancorp Fund Services

Best Medium Contact Center:

  • Citrix Systems, Inc.
  • Crisis Response Network
  • ISN Software Corporation
  • SCAN Healthplan
  • Scentsy, Inc.

Best Large Contact Center

  • Carbonite, Inc.
  • Cvent Inc.
  • UPMC Health Plan
  • Wells Fargo Treasury Management Client Delivery

Best Strategic Value to the Organization

  • Lippert Components Inc. Plant #39 Aftermarket Contact Center
  • Whirlpool Corporation

Best QA/Customer Experience Program

  • Navy Federal Credit Union
  • Optum Contact Centers
  • Whirlpool Corporation

Best Use of Technology

  • Arise Virtual Solutions Inc.
  • Optum Contact Centers
  • Wells Fargo Treasury Management Client Delivery

Best Contact Center Culture

  • Clio- Legal Practice Management
  • Navy Federal Credit Union
  • Optum Contact Centers

Best Philanthropy Program

  • Dell Technologies
  • Dorel Juvenile

Best Social Media Customer Care

  • Dorel Juvenile
  • Whirlpool Corporation

Best Chat Support

  • ISN Software Corporation
  • UPMC Health Plan

Most Improved Contact Center

  • Alberta Pensions Services Corporation
  • Optoro
  • Wells Fargo Treasury Management Client Delivery – WellsOne Service Center

Best Contact Center Agent

  • Tom Ballard, Wells Fargo Treasury Management Client Delivery
  • Reyna Diaz, Crisis Response Network
  • Roger Palma, San Diego County Credit Union
  • Joseph Rooney, CME Group

Best Contact Center Supervisor

  • Mark Crenshaw, Wells Fargo Treasury Management Client Delivery
  • Melissa Martinez-Carrasco, Sedgwick
  • Lisa Sahm, Sedgwick

Best Contact Center Manager

  • Christine Downing, Liberty Utilities- New Hampshire
  • Kristine Hartkopf, Freeman
  • Madison Page,

Best Outsourcing Provider

  • Callzilla
  • CGS
  • Raytheon Professional Services

Best New Technology Solution

  • Aria Solutions WFM Adapter for Salesforce
  • Calabrio ONE
  • Jacada Contact Hub

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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 plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit for the latest news and information about UBM. 


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SOURCE International Customer Management Institute (ICMI)