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The process

Applications from each awards category are reviewed by a panel of three judges. Our judges are bound to confidentiality, so your entry details will not be shared unless we have your permission. ICMI Global Contact Center Awards judges are a diverse group of industry experts, including consultants, speakers, authors, practitioners, and former ICMI Award winners.

Independently of each other, the judges review your application and use the rubric below to score each of your responses on a four-point scale. In addition, judges give each entry an overall impression score using the same scale. The scores from all three judges are averaged to determine a final score for each entry. In order to move on to the finalist round, you must receive a score that's equal to or higher than 70% of the possible points for your category. For example, if the highest possible score for your category is 40 points, you must receive a 28 or higher to be named a finalist. 

In round two, judges are asked to rank each of the finalists in their category. Finalists for Best Small, Medium, and Large Contact Center are required to submit a 5-minute video tour and answers to any follow-up questions for consideration in round two. For all categories, judges are asked to rank each of the finalists during round two. The ranking scores are averaged and added to round one scores to calculate the winner. For example, in a category with 3 finalists, each first place ranking earns 3 points, second place ranking earns 2 points, and third place ranking earns 1 point. 

Judging Scale

1- Poor.

•This applicant did not meet the criteria outlined for this question.

•This answer was not written well or organized clearly.

•This answer did not use detail, data, or examples to support its claims.

2- Fair.

•This applicant seemed to meet some of the criteria outlined for this question.

•This answer was written and organized somewhat clearly.

•This answer uses little detail, data, or examples to support its claims.

3- Good.

•This applicant meets the criteria outlined for this question.

•This answer is well written and organized.

•This answer uses details, data, or examples to support its claims.

4- Great.

•This applicant clearly meets or exceeds the criteria outlined for this question.

•This answer is extremely well written and organized

•This answer uses thorough details, data, or examples to support its claims.

Learn more about former finalists and winners!

2016 Finalists Announcement: Press Release

2016 Winners Announcement: Press Release

2017 Finalists Announcement: Press Release

2017 Winners Announcement: Press Release

2017 Finalist Videos: YouTube Playlist

Winner Profile: Want to Delight Your Customers? Put Your People First

Winner Profile: A Recipe for Award-Winning Chat Support

Winner Profile: How to Use Social Media to Educate, Empower, and Inform Customers

Winner Profile: Want to Improve Quality? Ditch the Score

Winner Profile: How UPMC Health Plan Reduced New Hire Attrition By 25%

Winner Profile: Expert Advice for Measuring and Improving Employee Engagement

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