ICMI Announces the Winners of the 2018 ICMI Global Contact Center Awards

Awards recognize top companies and individuals in the contact center industry

New York, New York, UNITED STATES

COLORADO SPRINGS, Colo., May 22, 2018 (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 sponsored by RingCentral, which took place on May 22, 2018, in conjunction with ICMI Contact Center Expo.

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

“We are excited to honor this year’s ICMI Global Contact Center Award finalists and winners for their impressive contributions to the industry,” said Erica Marois, Content Manager, ICMI. “Each winner was chosen from a highly competitive pool of professionals and teams who have demonstrated expertise and passion for enhancing the contact center. Winners and finalists should be proud of their impressive accomplishments and their commitment to improving customer experience.”

This year’s winners were reviewed and chosen by a panel of carefully selected judges, which included more than 45 industry thought leaders. Winners were selected based on a set of pre-determined category criteria.

2018 ICMI Global Contact Center Award Winners:

Best Small Contact Center
Gopher Sport (Tie)
U.S. Bancorp Fund Services, LLC (Tie)

Best Medium Contact Center
The LEGO Group

Runner-up: WebMD Health Services

Best Large Contact Center

Runner-Up: Cathay Life Insurance Co., Ltd

Most Improved Contact Center
Liberty Mutual

Best QA/CX Program
Cvent Inc.

Best Strategic Value to the Organization
UPMC Health Plan

Best Social Media Customer Care
Swanson Health

Best Chat Support
Hong Kong Tourism Board

Best Use of Technology
UPMC Health Plan

Most Innovative Customer Service

Best Contact Center Culture
UPMC Health Plan

Best Outsourcing Power
TELUS International

Best New Technology Solution (Sponsored by ServiceNow)
NICE inContact CXone

Best Contact Center Agent (Sponsored by Pegasystems)
Mike Granato, WebMD Health Services

Best Contact Center Supervisor
Adriana Thompson, BuildaSign.com

Best Contact Center Manager
Melissa Headrick, VIPdesk Connect

Lifetime Achievement Award
Todd Hixson, Director of Workforce Management, VIPdesk Connect

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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 a part of 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 www.ubm.com for the latest news and information about UBM.

Media Contact:
Heather Donner