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Congratulations to This Year's Winners!

Each year, ICMI honors the very best in the contact center and customer experience profession, recognizing the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in their industries. Congratulations to all the winners!

Individual Awards

BEST CONTACT CENTER AGENT

Tiffany Ireland, WebMD Health Services

BEST CONTACT CENTER SUPERVISOR

Victoria Philpot, Navy Federal Credit Union

BEST CONTACT CENTER MANAGER

Phillip Davis, PCI, Publishing Concepts

BEST CONTACT CENTER TRAINER

Scott Kilberg, Showdown Displays

BEST CONTACT CENTER WORKFORCE MANAGER

Dr. Debra Bentson, Kaiser Permanente

CUSTOMER HERO OF THE YEAR

Tyda Marco, DAT Freight & Analytics

LIFETIME ACHIEVEMENT AWARD

Leslie O'Flahavan

Team Awards

BEST SMALL CONTACT CENTER

Winner: OneCause

Runner-Up: Apexus

BEST MEDIUM CONTACT CENTER

Winner: iRobot

Runner-Up: Bluegreen Vacations

BEST LARGE CONTACT CENTER

Winner: Navy Federal Credit Union

Runner-Up: Amica Mutual Insurance Company

BEST STRATEGIC VALUE TO THE ORGANIZATION

OSF OnCall Digital Health

BEST CONTACT CENTER CULTURE

Dow Jones & Company, Inc.

BEST DIGITAL CUSTOMER EXPERIENCE

Shell

BEST LEARNING AND DEVELOPMENT PROGRAM

WebMD Health Services

BEST NEW TECHNOLOGY SOLUTION

Grypp Corp.

BEST OUTSOURCING PROVIDER

Transparent BPO