Recognizes and Celebrates Exceptional Leaders in the Contact Center Community

Last night at an awards ceremony at ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, the winners of the 2024 ICMI’s Global Contact Center Awards were unveiled. The awards honor and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

“Congratulations to the 2024 class of ICMI’s Global Contact Center Awards winners,” said Cindee Stott, Event Director, ICMI’s Contact Center Expo. “We are very pleased to honor the companies, contact centers and individuals that have demonstrated innovation, leadership and strategic accomplishments in our industry. We applaud all of the winners on their achievements.”

ICMI’s Global Contact Center Awards winners:

Individual Awards

  • Best Contact Center Agent: Sara Hardy, WebMD Health Services
  • Best Contact Center Supervisor: Courtney Shefferd, Navy Federal Credit Union
  • Best Contact Center Manager: Aleasha McDaniel, STCU
  • Customer Service Hero: LaVonne Sanchez, Showdown Displays
  • Lifetime Achievement Award: Jim Tincher, CEO, Heart of the Customer

Team Awards

  • Best New Technology Solution: Cognigy
  • Best Outsourcing Provider: Movate
  • Best Learning & Development Program: Transparent BPO
  • Best Contact Center Culture: Amica Mutual Insurance Company
  • Best Strategic Value to the Organization (sponsored by Vonage): Premier BPO
  • Best Digital Customer Experience: Samsung Electronics of America NAHQ CS
  • Best Small Contact Center: Gopher Sport (Winner), OneCause (Runner-Up)
  • Best Medium Contact Center: DAT Freight & Analytics (Winner), WebMD Health Services (Runner-Up)
  • Best Large Contact Center (sponsored by 8x8): UPMC Health Plan (Winner), Amica Mutual Insurance Company (Runner-Up)

ICMI’s Contact Center Expo 2025 will take place October 27-30, 2025 at the Loews Royal Pacific Resort at Universal Orlando in Orlando, FL.

For information on exhibitor or sponsorship opportunities, contact us at ICMISales@informa.com.

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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 brought to you by Informa Tech.

About Informa Tech Informa Tech is a leading provider of market insight and market access to the global business technology community. Through in-depth expertise and an engaged audience community, Informa Tech helps business professionals make better technology decisions and marketers reach the most powerful tech buyers and influencers in the world. Across its portfolio of over 100+ trusted brands, Informa Tech has over 1000 industry experts, including over 400 research analysts and consultants in global research group Omdia, and a monthly audience reach of over 125 million. Informa Tech is a division of FTSE 100 company Informa plc.

Media Meryl Franzman ICMI’s Contact Center Expo Meryl.franzman@informa.com

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